Delivering a superior customer service experience through inbound and outbound calls. By deliveringexcellent customer support and channeling customer feedback to the business, you will help delivertheir mission to fill every home with music.
Pro-actively take ownership of open issues and interface successfully with other departments andmultiple levels of management.
Ensure customer satisfaction of each service request by maintaining service status, periodicreview of calls with reference to escalation timeframe, and timely closure.
Determine further action or completion on customer cases received.
Follow-up with the customer until the issue is resolved.
Identify, analyze, troubleshoot, and solve software and hardware issues for voice, internet, ordata installation and connection issues.
Work with music services and all operating systems (Mac, Android, Windows and iOS).
Constantly learn, expand, and share your knowledge.
To perform any other tasks, duties, or services requested by his / her immediate superior.
LOVE MUSIC! (must)
Advanced Speaker. English Level 85% or above (must).
Cisco Certified Network Associate (CCNA) Module 1 (plus).
Experienced with home network troubleshooting and configuration including wirelessconfiguration, router settings, and Internet security software.
Strong communication skills and customer-service focus.
Strong technical understanding of internet, networking, and computers is needed.
Preferred, but not required - Background in Computer Science or relatable certifications.
Commitment to contributing towards and enforcement of policy and procedures.
Excellent analytical and problem-solving skills.
Excellent writing and verbal communications skills.
Ability to communicate and work directly with customers to identify and resolve technical issues.
Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, asrequired.
Competitive salary based on experience and skills.