We have an amazing opportunity available for a Client Support Specialist to join our team. The Client Support Specialist provides high quality and efficient service and support to existing and incoming customers. Ensure continuing customer satisfaction and retention by partnering with internal departments and existing customers to resolve problems, enhance existing service, coordinate technical support in resolving customer issues and establish new accounts.
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Duties and Responsibilities include:
â€¢ Represents a knowledgeable, efficient, and professional image to our customers by handling business with a respectful and professional demeanor.
â€¢ Actively participates in answering calls and emails during business hours (9am-6pm PT) and provides accurate and timely support.
â€¢ Participates in an after-hours on-call rotation.
â€¢ Works with 3rd party carriers on technical support issues and outages, escalating when necessary.
â€¢ Responds to and resolves client inquiries ensuring timely resolution and follow-up.
â€¢ Triages Network, ISP and telephone service issues and ticket entry or warm transfer to applicable department.
â€¢ Minimizes escalations through call handling, active listening and use of effective negotiation techniques.
â€¢ Ensures timely and accurate response/communication to Management and other internal departments.
â€¢ Documents all customer contacts and follow-up work in applicable systems.
â€¢ Maintains a current and thorough understanding of telecommunications network and hardware products/services.
â€¢ Complies with all internal and external mandates, rules and regulations regarding customer and company proprietary information.
â€¢ Conducts all business activities within federal, state and local laws and regulations for telecommunications providers.
â€¢ Support management during customer escalations.
â€¢ Participate in department-related projects as needed.
â€¢ Other duties as assigned.
â€¢ Threshold is a small company and as such these duties and responsibilities can and will likely change on occasion.
Overview of Benefits
We provide an environment where creativity and excellence can flourish. We recognize hard work and ingenuity through competitive pay, special recognition for exceptional achievements, and a family friendly workplace.
â€¢ Medical Insurance
â€¢ Dental Insurance
â€¢ Pharmacy Program
â€¢ 401(k) Plan
â€¢ Life Insurance
â€¢ Health Care Reimbursement Account
â€¢ Paid Vacation
â€¢ Compensation DOQ