Client Services Specialist II
Description: • Respond to client e-mail, chat and phone support requests 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 • Complete client bulk action requests as they come in or when they are assigned out by a manager or lead • Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms • Monitor and assist in team messaging platforms to assist fellow agents with inquiries • Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ • Have knowledge of and assist clients with phone migrations • Support as appropriate with escalated cases • Staff after hour support for on-call Holidays as needed Requirements: • Minimum 1 year of prior call center experience • High school diploma, GED or equivalent • 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 work a flexible work schedule Benefits: • Hourly wage: $20.19-22.12/hr plus $2/hr shift differential • Eligible for pre-approved overtime and performance-based incentives • Fully remote position open to USA and Canada • Staff after hour support for on-call Holidays as needed Apply tot his job Apply To this Job