Customer Support Specialist I

Sinch Voice empowers cloud communications for service providers and enterprises over the largest and highest quality independent voice network in North America, with over 125 million numbers in service and carrying over 300 billion voice minutes annually. Through our IP-based network and cloud communications platforms, Sinch Voice offers a variety of solutions for service providers and enterprises as they seek to evolve their communications to the cloud and improve their customer engagement.

POSITION SUMMARY

As part of the Customer Support Center team, the Customer Support Specialist I will contribute to the resolution of customer inquiries, issues and escalations. The Customer Support Specialist serves as the internal customer advocate who is responsible providing frontline support for the customer's day to day needs. This role requires a person that is highly responsive, customer focused, and enjoys helping customers and team members and aspires to provide the best customer experience possible. Additional duties as assigned.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide frontline support on customer phone calls
• Manage customer cases, and resolve or reassign them in a timely manner
• Communicates effectively, clearly and concisely (both written and verbal) with both customers and internal team members
• Manage customers' day-to-day needs to meet expectations and provide best customer experience with timely status updates; always keep the customer informed
• Address product/service inquiries by obtaining information from internal stakeholders and communicating back to customers
• Assist with 911 address validations, CNAM and directory listing errors.
• Work with other departments to assist and resolve customer issues in an efficient manner to provide the best customer experience possible
• Complete follow-up on all issues and items
• Act as primary point of escalation assistance for customers
• Act as liaison between customer and internal partners e.g., Translations, NOC, Billing; escalating on customer behalf when necessary
• Provide assistance in fielding porting questions to the LNP team, the Customer Support Specialist II and Customer Support Specialist III
• Assist customers with TN inventory and ordering questions/issues; understand rate center coverage and overlays; work with Numbering Admin to obtain new inventory where none is currently available; set customer expectations for ordering timelines.
• Process port out LNP requests and Customer Service Records (CSR) for port outs, as needed
• Conduct invoice reviews with customer
• Utilize reporting tools (QlikView, ART) to address basic customer usage questions
• Maintain customer profiles with accurate contact information and perform admin system maintenance and updates as requested; maintain accurate customer escalation list
• Educate customer on internal processes, systems and portals, as well as any changes and upgrades to back office that may impact their business; Conduct customer training as needed
• Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.
• Provide excellent customer support and immediate response to customer inquiries.
• Build strong internal and external relationships.
• Embrace the company culture and participate in ongoing training, including staff meetings
• Perform other job-related duties as assigned

QUALIFICATIONS

Education & Experience

• Bachelor's degree with business major or equivalent work experience
• 1-3 years of experience in Account Management/Customer Support, Telecommunications, Telecom Network or related experience
• Highly proficient in MS Software application, specifically, Excel, PowerPoint, Project, Word, and Access.
• Experience with SalesForce
• Prior experience in Telecommunications desired

Interpersonal Skills/Characteristics

• Superior Customer Services skills
• Strong interpersonal skills - ability to engage and work with multiple teams/functions
• Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations
• Strong technical troubleshooting and problem-solving skills
• Self-starter with a high energy level and positive attitude, exhibiting initiative and resourcefulness
• Ability to prioritize; balance multiple projects with strong follow-up skills and delivery to timescales
• Operate with a high degree of professionalism, credibility and business sense
• Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Autonomy - Ability to work independently with minimal supervision and manage time effectively to meet deadlines
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Business Acumen - Ability to grasp and understand business concepts and issues.
• Communication, Written - Ability to communicate in writing clearly and concisely
• Presentation Skills - Clear and authoritative presentation and communication skills when working with customers
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
• Self -Motivated - Ability to be internally inspired to perform a task to the best of ones' ability using his or her own drive or initiative.
• Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Sinch Voice has a friendly and relaxed culture. We offer great benefits, including paid parental leave for new moms and dads, paid time away from work for volunteer activities and, generous PTO.

EEO/Vets