Customer Success Manager I
HighLevel
Client Experience Specialist
brightfin
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $26 per hour
Job Level
Junior
About the role
- First line of support for the Delivery management team for client impacting issues
- Owns Incident Report tracker and Escalation form
- Research issues reported through the escalation form or Teams chat; providing resolution when issues are time-sensitive
- Identify trends or recurring issues and escalate insights appropriately
- Carrier escalation management and ownership of authorization form maintenance and process
- Maintenance of authorized users and PIN updates
- Supporting Service Desk and Fulfillment with tickets that may require calls into the carrier
- Develop and deliver on quality practices utilized in Service Desk, Fulfillment and Logistics
- Stale ticket audits
- Assist client support leads on ticket callouts and enforcement
- May be required to answer support calls during periods of high volume, up to 20% of time
Requirements
- High school diploma or equivalent required
- Must have at least 1 year of customer service experience in an interactive and fast paced environment
- Call center or procurement experience required
- Moderate computer skills and typing ability
- Problem Solver – ability to identify and resolve issues with speed
- Strong critical thinking skills
- Ability to analyze data, own reporting and spot errors
- Great communication skills
- Familiarity with computer and mobile software, applications, and MDM environments
- Service Now experience preferred but not required
- Cellular carrier and mobility experience preferred but not required
- Proficient and patient in providing complex, detailed technical support
- Strong organizational skills and attention to detail
- May be required to answer support calls during periods of high volume, up to 20% of time
- Candidates are subject to a background check
- Must be authorized to work in the United States (sponsorship not indicated)
Benefits
- brightfin offers a comprehensive health, dental and vision benefits package.
- Paid time off.
- We strongly believe in work-life balance and taking time for yourself.
- 401K with employer match.
- Remote; US-Based.
- Flexibility required for shift.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall center experienceproblem solvingdata analysisreportingtechnical supportticket managementincident reportingescalation managementstale ticket audits
Soft skills
critical thinkingcommunicationorganizational skillsattention to detailability to work in fast-paced environmentpatiencetrend identificationissue resolutioncollaborationsupport call handling
