Customer Support Representative II

The Customer Support Representative II (CSR II) plays a pivotal role in ensuring customer satisfaction, retention, and loyalty. As a key member of our customer support team, you will be responsible for providing excellent service to our customers, resolving technical issues, and ensuring a positive customer experience. The Shift is from 4:00 PM to 1:00 AM.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

1. Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.
2. Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
3. Troubleshoot internet connection issues, identify problems related to service outages, slow speeds, and hardware configurations, and provide solutions or escalate issues to the technical support team.
4. Performs remote troubleshooting through diagnostic techniques and pertinent questions.
5. Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.
6. Determining the best solution based on the issue and details provided by customers.
7. Direct unresolved issues to the next level of support personnel.
8. Provide accurate information on products or services.
9. Provide timely follow-ups and updates customer status and information.
10. Works cohesively with the team to relay information to appropriate levels of management.
11. Improves client references by recording events, root cause and resolutions, and maintaining documentation.
12. Responsible for de-escalating irate customers.  
13. Achieve and maintain expected benchmarks communicated by management monthly.
14. Prepare reports as required; enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.
15. Update messaging and Website for any service events or affected areas during outages.
16. Maintain communication with management regarding development within areas of assigned responsibilities.
17. Assist the NOC teams with onsite in unit scheduling.
18. Participate in mandatory meetings and training.
19. Maintain a positive, empathetic, and professional attitude towards all internal and external customers.

REQUIRED QUALIFICATIONS:

Education/Experience:

• High School Diploma or GED.
• 4+ years of experience in a service/tech support role.
• Has a successful track record of problem solving in customer service/support role.
• Ability to work in a collaborative environment and adapt to changing circumstances.
• Experience with ticketing systems, Intercom and Aircall is a plus.
• Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Is organized with strong follow-through.
• Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
• This role requires you to be at your desk, ready and available to take calls during scheduled hours.
• Can easily navigate computers and CRM systems.
• Excellent communication and team leadership skills.
• Understand critical milestones that drive operational excellence.
• Flexibility working a variety of shifts with minimal notice.
• Basic technical knowledge.
• Proficiency in the use of a computer, and software applications including Microsoft Office.

Knowledge, Skills, and Abilities:

• Highly organized and attentive to detail, with the ability to work on multiple tasks/projects simultaneously (multi-task).
• Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.
• Ability to work independently with minimal supervision on a highly productive team.
• Ability to manage budgets, timelines, and resources effectively.
• Easily takes initiative and works independently.
• Maturity, professionalism, and good work ethic.

Preferred Qualifications:

• Bilingual in English and Spanish.
• Bachelor’s Degree.

Benefits:

• Join a dynamic, fast-growing company where you will have the opportunity to make an immediate, high-level impact to Aerwave’s growth and success.
• Clear line of sight for career advancement and significant accomplishments.
• Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.
• We work hard at Aerwave, and you will too. But that means we need time off to rest and recharge. The Company offers a generous PTO policy.
• Additionally, you receive 15 paid Company holidays.
• High-quality health care coverage through Aetna Base Plan. Aerwave covers 100% of the premium for the base plan and up to 75% of the premium of any higher-tier insurance plan.
• 401(k) matching 100% up to 4% of base salary.