Voice Support Specialist
About the role
Cincy Connect Services needs a Voice Support Specialist who can deliver dependable customer resolution across outsourced support channels including phone, email, chat, social media, help desk, technical support, quality assurance, and service operations. The role focuses on specialized voice support execution within customer support outsourcing, ensuring confirmed facts are clearly separated from assumptions and unresolved questions.
Capabilities
- Use Status Updates and Issue Triage confidently in voice support execution.
- Apply Customer Support Outsourcing practices while tracking exceptions, owners, and deadlines.
- Document Account Review decisions clearly for seamless handoffs to teammates.
- Exercise sound judgment in Problem Solving, escalating when necessary instead of making assumptions.
Responsibilities
- Maintain the Voice Support Specialist workflow by documenting team commitments and next actions.
- Track workflow by escalating complex cases with sufficient context for the next owner.
- Own assigned customer or client requests as part of the workflow.
- Coordinate responses by reviewing available case history before acting.
- Resolve routine issues within approved authority.
Success Measures
Quality is demonstrated when customer resolutions are accurate enough for others to act on, and unresolved items are documented rather than guessed. Success is measured through effective voice support execution within customer support outsourcing.
Employment Overview
Full-time, associate-level position. 100% remote within the United States.
Pay
Base salary: $40,000–$60,000 per year.