Respond to client e-mail support tickets such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns.
Use multiple online systems and support tools to effectively resolve tickets.
Resolve assigned tickets accurately and in a timely manner.
Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.
Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience.
Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times
Develop through experience and training courses a working knowledge of key processes and procedures of multiple vendor platforms.
Utilize internal messaging systems to communicate and coordinate with peers and supervisor.
Other duties as assigned.

High school diploma, GED or equivalent
Prior experience with mobile devices, working remotely and customer service required for remote applicants
Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
Dedicated private work location without significant background disruptions
Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
Excellent verbal and written communication skills with a focus on active listening.
Strong interpersonal skills, with the ability to build rapport and trust with clients.
Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
Customer-centric attitude with a genuine passion for providing top-notch service.
Ability to pass a criminal history background check
Ability to work a Flexible work schedule

Client Services Specialist I

Key skills