Tier 2 Customer Care Team Members are problem-solvers for our customers.
You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.
Handle customer service and technical support for product-related inquiries with empathy and patience.
Acquire customer and issue-related information to input into the CRM database.
Ask probing questions and use critical thinking to determine the root cause of an issue.
After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue.
Work as a consultative partner to your customer, building rapport and providing direction.
Provide optimal customer experience by effectively resolving customer issues in a timely manner.
Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution.
Compose professionally written emails and responses for digital channels.
Professionally and effectively defuse difficult situations over the phone and other support channels.

Ability to travel to and from onsite location in Greenville, SC, for work
Ability to communicate through verbal and written English and Spanish fluently
Strong customer service skills
Analytical thinking and problem-solving skills
Familiar with everyday computer tasks, internet navigation, and basic research
Fundamental writing skills, including basic spelling and grammar usage
Ability to perform repetitive tasks and remain seated for long periods of time
Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct, never using jargon or slang
Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
Proficiency in Word, Excel, Teams, and Outlook
Must pass all assessments, background, and drug screening

Customer Care Tier 2, Bilingual

Key skills