[Remote] Customer Service Universal Agent
Note: The job is a remote job and is open to candidates in USA. Armstrong is a family owned and operated collection of diverse companies. They are seeking a Customer Service Universal Agent to support their digital and next-generation television and streaming products, Internet and Telephone services, focusing on effective communication and problem resolution for customers.
Responsibilities
- Proficient handling of billing inquiries, video product troubleshooting, and product attributes
- Resolve internet troubleshooting calls including support of ethernet and wireless networks
- Provide continuing support for our current email customers as well as troubleshooting webmail and various software clients
- Isolate customer issues and direct inquiries appropriately regarding our telephone product
- Utilize various training materials and our internal tools to quickly and accurately diagnose and resolve customer issues
- Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
- Meet or exceed A360 call quality program targets
- Adhere to and support customer/company account security and privacy protocols
- Efficient scheduling of Fiber conversions for eligible customers
- This list is not exhaustive and may be supplemented
Skills
- At least 6 months of experience in a Tech Support or Customer Service role
- Understanding of traditional Ethernet and wireless networks, as well as MoCA networks
- Strong typing, verbal and written skills
- Familiarity with desktop and mobile operating systems as well as security software packages
- Experience with troubleshooting third-party streaming services and apps
- Ability to quickly and effectively adapt to changes in the work environment
- Coachable person who is eager to learn new skills and take on new responsibilities
- Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts
- Technology-related certifications or accredited degrees
Benefits
- Competitive hourly wage with free/discounted services
- Award-winning, positive work environment
- Benefit eligibility on your first day with low employee premiums that are far better than the industry average
- Free Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companies
- Opportunity for advancement
- Employee recognition programs
- 401(k) plan participation
Company Overview