Tier 2 Technical Support Lead
Viaero Wireless · Fort Morgan, CO · 1 mo ago
On-siteInformation TechnologyFull-time
Responsibilities
- Ensure Customer Service is timely and accurate.
- Submit reports daily, weekly, and monthly for Tier 2 Data Support members.
- Provide feedback to Data Support members to improve best practice and customer experiences.
- Handle customer disputes and take calls from customers who need more specialized assistance.
- Initiate calls to customers who have unresolved issues.
- Handle escalated calls.
- Handle billing issues and answer questions about bills, features, services, promotions, usage, and rate plans.
- Handle troubleshooting calls and Support Tickets.
- Help train new Tier 2 Data Support members.
- Help create Troubleshooting processes and training courses.
- Ensure all shifts are covered (rotating on-call).
Qualifications
- Outstanding verbal communication and problem-solving skills.
- Excellent phone etiquette.
- Strong technical skills.
- Understanding of our plans, services, and the technical features of our products.
- Fantastic, demonstrated customer service skills.
- Ability to sit at a desk/computer station for extended periods of time.
Benefits
- Competitive pay
- Growth opportunities
- Comprehensive benefits package including:
- Health insurance benefits (Medical, Vision and Dental)
- Short-term Disability
- Life Insurance
- Free phone/service
- Tuition reimbursement
- 401(k) with company match
- Vacation, sick leave and holiday pay