Customer Success Technical Support Associate I

Customer Success Technical Support Associate I

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts.

Where you will work: This is a hybrid role based in Astound's Seattle SoDo, WA office.

A Day in the Life of the Customer Success Technical Support Associate I:

• Collaborate with the CST team to define and achieve team objectives and key results.
• Provide outstanding customer service and support to Astound customers.
• Effectively communicate and explain benefits of target products.
• Take ownership of customer issues and see problems through to resolution.
• Answer inbound phone calls, respond to emails or other customer communication streams regarding products, sales, and billing inquiries.
• Research, diagnose, document, troubleshoot, and identify solutions to resolve customer issues.
• Resolve problems on the first contact, with a minimum of transfers, by consistently improving personal technical knowledge and understanding.
• Follow team defined procedures for proper escalation of unresolved issues to the appropriate internal resources.
• Provide prompt and accurate feedback to customers, team members, and leadership.
• Maintain a high degree of knowledge about products Astound provides in specific regions, working with customers to ensure the most applicable product is recommended.
• Provide support during the enrollment process, process service changes, and disconnects and provide trouble call assistance according to departmental policies and procedures.
• Conduct audits exercises as needed.
• Other duties as assigned.

What You Bring to the Table:

• Minimum of 1 year in a customer service related environment, call center environment preferred.
• Telecommunication experience a plus.
• Strong interpersonal skills with the ability to relate to customers, peers, and management.
• Demonstrates a thorough knowledge of Wifi and data products and services.
• Ability to learn and retain new information and concepts quickly.
• Demonstrates ability to diagnose and solve problems.
• Exhibits the ability to follow directions and follow through on processes and procedures.
• Displays proven good judgment and proactive decision-making skills.
• Must possess the ability to adapt to change.
• Strong communication by telephone, written correspondence, and in person.
• Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations.
• Must demonstrate excellent attendance & punctuality.
• Education and Certifications: High school diploma or equivalent.

We're proud to offer a comprehensive benefits package including: 401k retirement plan, with employer match insurance opt.