Customer Support Specialist

hace 7 meses

San José, Costa Rica Nitel A tiempo completo

**the position**

You are all about the customer You can't just deliver customer service...you are compelled to deliver AWESOME You are the liaison between Nitel and the customer, serving as the customer’s advocate while balancing doing the right thing for the business. You focus on account retention and incremental growth opportunities within existing accounts and make it easy for the customer to do business with Nitel. You are empowered to advocate on behalf of the customer within Nitel, set the appropriate expectations across the customer journey while also educating customers on how to leverage tools, resources, products, and services to run and grow their business. You’re in it for the long haul and will work to ensure customer loyalty and satisfaction.

**your playbook**

**Account Responsibility**
- Ensure our customers love Nitel Communicate Nitel’s value proposition and continually reaffirm with customers and agents.
- Respond and own all inbound customer requests around MACDs (Moves, Adds, Changes, Disconnects) in addition to other non-technical inquiries
- Listen carefully to understand customer needs and expectations on every call and inbound ticket to ensure an exceptional customer experience.
- Identify and manage customer requests for service to maintain above average retention and revenue goal attainment.
- Respond to Requests, inquiries, or escalations in a timely manner, leveraging internal resources, processes, and protocols
- Manage relationships with all points of contact within a client’s organization to ensure ongoing customer satisfaction, as well as Nitel partners and internal customers.

**Product Responsibility**
- Represent Nitel’s entire product portfolio with special focus on next generation data products.
- Coordinate with all Nitel Teams to ensure resolution of customer inquiries.

**Sales Process Responsibility**
- Input current account information as well as prospecting account status into pipeline management tool.
- Ongoing account retention and growth efforts.

**what you’ll bring to succeed**
- Bachelor's degree (BA, BS) in related field
- 4+ years’ experience customer success, account management, sales, and/or project management
- Bring an approach to your day to ‘think like an owner’
- Thorough knowledge of telecommunication products and services is required as well as innovative problem-solving skills to influence the sale and diffuse potential customer problems
- Excel skills that make others oooooo and aaaaaah
- Positive, self-starter with desire to exceed customer expectations
- Attention to detail, highly organized, with an absolute focus on quality of work
- Crazed obsession to detail for transactional work
- Energy, positivity, resiliency, and the non-wavering ability to maintain composure, tact, and courtesy in an environment of continuous customer contact
- Outstanding oral and written communication skills
- Ability to prioritize, multi-task and perform effectively under pressure
- Top-notch relationship building-skills

**our rally cry**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day

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