Customer Success Technical Support Associate I

Description Location: Hybrid in the Seattle SoDo Office Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. Opportunity Overview: As a member of the Wireless Customer Success team, you will be the first point of contact within a team responsible for the success of all customer interactions with our product platform. This position is responsible for the research, diagnostics, troubleshooting, and resolution of customer issues pertaining to this specific product line. A Day in the Life of the Customer Success Technical Support Associate I: Collaborate with the CST team to define and achieve team objectives and key results (OKRs) Provide outstanding customer service and support to Astound customers within this specific product line Effectively communicate and explain benefits of target products to best match customer needs Take ownership of customer issues reported and see problems through to resolution Answer inbound phone calls, respond to emails or other customer communication streams regarding products, sales and billing inquiries Research, diagnose, document, troubleshoot and identify solutions to resolve customer issues Resolves problems on the first contact, with a minimum of transfers, by consistently improving personal technical knowledge and understanding Follow team defined procedures for proper escalation of unresolved issues to the appropriate internal resources Provide prompt and accurate feedback to customers, team members, and leadership Maintain a high degree of knowledge about products Astound provides in specific regions, working with customers to ensure the most applicable product is recommended to best serve their needs Provide support during the enrollment process, process service changes and disconnects and provide trouble call assistance according to departmental policies and procedures Conduct audits exercises as needed Other duties as assigned What You Bring to the Table: Minimum of 1 year experience in a customer service related environment, call center environment preferred Telecommunication experience a plus Strong interpersonal skills with the ability to relate to customers, peers, and management Demonstrates a thorough knowledge of Wi-Fi and data products and services Ability to learn and retain new information and concepts quickly Demonstrates ability to diagnose and solve problems Exhibits the ability to follow directions and follow through on processes and procedures Displays proven good judgment and proactive decision-making skills Must possess the ability to adapt to change Strong communication by telephone, written correspondence and in person Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations Must demonstrate excellent attendance & punctuality Education: High school diploma or equivalent We're Proud to Offer a Comprehensive Benefits Package Including: 401k retirement plan, with employer match Insurance options including: medical, dental, vision, life and STD insurance Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization Floating Holiday: 40 hours per year Paid Holidays: 7 days per year