| Job Function: | First Level, Customer Support |
| Department: | Customer Success |
| Reports To: | Customer Success Manager |
| Pay | $10 – $12 per hour |
We are looking for a Customer Success Agent to help establish and maintain successful relationships with our customers. You will be Wind River Internet’s first contact with customers, strive for less customer churn, solve basic technical problems and provide support for all assigned areas. The goal is to ensure that customers get a solution in a timely manner and have a successful experience.
Responsibilities will include, but are not limited to:
- Assist individuals in understanding their coverages and selecting the right products, services, and best solutions to meet their personal needs
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Properly escalate unresolved inquiries to the next level of support
- Track, route and redirect problems to correct resources
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
Required Knowledge/Experience:
Essential
- Strong team player and good relationship building skills
- Be self-motivated and demonstrate and positive outlook
- Ability to embrace change with a positive ‘can do’ approach
- Enthusiastic professional with focus on Customer success
- Problem solving and troubleshooting skills
- Proven written & verbal communication
- Planning & organization skills
- Flexible & adaptable
- Growth mindset and ability to think outside the box
Desired
- Previous role within a Customer Success, Account Management or Help Desk environment.
- High School Diploma