Resolution Specialist Job Vacancy in Troomi Wireless Lehi, UT 84043 – Latest Jobs in Lehi, UT 84043 – updated today
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Company Name : Troomi Wireless
Location : Lehi, UT 84043
Position : Resolution Specialist
Job Description : RESOLUTION SPECIALISTTroomiTroomi customers are parents and caregivers who believe in the limitless potential of children to learn, do and become anything. Troomi’s mission is to help kids discover their talents and safeguard them along the way.RoleWe are looking for an individual with a desire to deliver world-class customer service, a love of technology, and a passion for problem-solving. As a Resolution Specialist, you will become an expert in owning our customers’ experience by handling a wide array of inquiries including but not limited to: customers who need account and/or technical support, customer escalations, outbound calls, and recovering customers who have requested cancellation. An important part of your role will be proactive problem-solving: identifying issues affecting multiple customers, performing root-cause analyses, and working with internal teams to create and document solutions. You will work alongside Support and Operations management to address escalated concerns that will require you to liaise between the customer and our business partners to resolve problems, update and refine processes, and make ongoing contributions to internal and external KBA’s and FAQ’s.What will make you successful:
Ability to thrive in a flexible startup environment
Acute attention to detail
A sense of success and satisfaction from solving customer concerns
Passion for helping others; going above and beyond for customers and teammates
Grammar, spelling, and etiquette are of utmost importance; personalized responses are essential
Ability to multitask with ease, effectively prioritize tasks and be a self-starter
Demonstrated problem-solving skills
Demonstrated tech-savviness, prior technical exposure or interest
Ability to maintain a high level of confidentiality
Innate desire to learn and develop
Preference will be given to candidates with prior experience with BeQuickConnect, Freshdesk and mid-high level understanding of cellular devices
Responsibilities:
Confidently field customer inquiries and troubleshoot advanced issues with a commitment to top-tier customer service
Deescalate customers and find resolution for more complex issues transferred from the Tier 1 support team
Communicate with customers to precisely define and reproduce software issues
Accurately document resolutions and update knowledge base documentation
Perform a root cause analysis on frequent or severe customer issues
Flag urgent or widespread issues; work with internal Troomi teams to troubleshoot and resolve
Document software defects using defect tracking system and report defects to software engineers
Collaborate with leadership, business development and product development teams regarding customer trends
Details:
Must be available for initial 2-3 weeks of onsite training
If you choose to work remotely, you must have reliable internet and a quiet/private working environment
Job Type: Full-time
Pay: $18.00 – $25.00 per hour
Benefits:
Dental insurance
Flexible schedule
Health insurance
Work from home
Schedule:
8 hour shift
Day shift
Monday to Friday
Education:
Bachelor’s (Preferred)
Work Location: One location
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