Tier 1 Customer Experience Representative

Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone). 

Handle and resolve customer requested related to general inquiries, billing, order placement, account changes, and technical support. 

Maintain a working knowledge of company products and services. Opportunity to specialize in certain products and services will exist and is encouraged. 

Promote company products, features and benefits through consultative customer qualification. 

Meet monthly Call Center SLA’s, Productivity Targets, and Quality Standards. 

Stay updated on all operational systems, processes, and procedures, as well as company policies.  

Stay informed of all new products and services within the company and industry. 

Stay informed of competitors and related industries.  

Attend and participate in company events and meetings either in an in-office or virtual environment.  

Ensure a positive, accurate and professional customer experience. 

Maintain effective and harmonious working relationships with peers and other company staff.  

Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry. 

1-2 years’ experience in a Customer Support related position.  

Post-secondary diploma or equivalent experience required.  

Strong communication skills (verbal and written). Conversational and personable.  

Resourceful and self-reliant with strong analytical, problem-assessment and problem-solving skills. 

Able to handle difficult customer situations and arrive at a positive resolution. 

Excellent time management and organization skills. Able to work with minimal supervision. Adaptable to new workflow and changing environments.  

Enthusiastic and self-drive. A team player who looks to contribute to several areas within the day-to-day operations and exceed normal job expectations.  

Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.  

Fluency in other languages considered an asset. 

Comfortable working in a hybrid capacity as part of a global team. Access to broadband internet in required.  

Experience with supporting technical products (software, hardware). 

Experience with Helpdesk software (specifically Zendesk). 

Experience working with global brands. 

Competitive base salary 

Bonus 

3 weeks' vacation 

Health & dental benefits 

Work remotely