Community Support Specialist
Mereo Fiber
United States
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See who Mereo Fiber has hired for this role
See who Mereo Fiber has hired for this role
Job Summary:
The Tier 1 Community Support Specialist serves as the first point of contact for the company’s customers, including property residents, property managers, and DIRECTV customers. This role is responsible for delivering high-quality, phone-based customer service and support related to technical issues, billing inquiries, troubleshooting, account platforms, and service installations.
Duties/Responsibilities:
The Tier 1 Community Support Specialist serves as the first point of contact for the company’s customers, including property residents, property managers, and DIRECTV customers. This role is responsible for delivering high-quality, phone-based customer service and support related to technical issues, billing inquiries, troubleshooting, account platforms, and service installations.
Duties/Responsibilities:
- Interact with customers via phone and email to provide support and information regarding products and services.
- Monitor property-wide service status using web-based network monitoring tools.
- Open, track, and prioritize trouble tickets, ensuring systems remain accurate and organized.
- Handle inbound support calls and emails related to internet service issues.
- Address customer questions and complaints; escalate complex issues to the appropriate technical specialist or department as needed.
- Dispatch and assign repair requests to field technicians, ensuring timely coordination and follow-up with customers.
- Serve as a liaison between customers and internal departments to facilitate issue resolution.
- Ensure appropriate actions are taken to resolve customer concerns արդյունավետly and in a timely manner.
- Perform additional duties as assigned.
- Proven customer service experience with a strong focus on customer satisfaction.
- Excellent verbal and written communication skills, including active listening.
- Strong problem-solving abilities with a service-oriented mindset.
- Proficiency in computer systems and ability to quickly learn new software platforms.
- Ability to multitask and perform effectively in a fast-paced environment.
- Flexibility to work varying schedules, including evenings or weekends if required.
- High school diploma or equivalent required.
- Minimum of 1+ year of customer service experience; telecommunications or ISP experience preferred.
- Prolonged periods of sitting and working at a computer.
- Ability to lift up to 15 pounds occasionally.
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Other -
Industries
Information Technology & Services
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