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About the role
Key responsibilities & impact- Resolve complex customer issues related to repair, maintenance, billing, and orders that require specialized knowledge and expertise
- Proactively identify, communicate, and resolve service-affecting issues before they impact customer experience
- Provide advanced technical support for product service problem resolution, utilizing in-depth product knowledge
- Serve as the first level of escalation for problem resolution with consumer customers
- Direct, coordinate, and provide the highest level of customer service to ensure consistent customer satisfaction
- Recognize patterns in customer issues and recommend operational improvements to leadership
- Document complex issue resolutions for knowledge sharing and process improvement
- Collaborate with cross-functional teams to address systemic issues and implement solutions
- Mentor and provide guidance to customer service representatives on handling difficult situations
- Monitor and analyze customer feedback to identify trends and improvement opportunities
- Participate in special projects aimed at enhancing customer experience and operational efficiency
- Stay current with product updates, service offerings, and company policies to provide accurate information
- Maintain detailed records of customer interactions and issue resolutions
- Develop and maintain relationships with internal partners to expedite issue resolution
- Contribute to the development of customer service standards and best practices
Requirements
What you’ll need- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
- 1 – 3 years of relevant experience in customer service, technical support, or related field
- Strong problem-solving skills with the ability to troubleshoot complex issues
- Self-starter who takes initiative and works independently with minimal supervision
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
- Proficiency in customer service software and tools
- Experience with technical troubleshooting and product support
- Strong attention to detail and ability to maintain accurate records
- Excellent time management skills and ability to prioritize effectively
- Experience in telecommunications, entertainment, or technology industry preferred
Benefits
Comp & perks- DIRECTV's compensation structure designed to be market-competitive
- Competitive pay to attract and retain employees
- Total compensation package includes bonuses and benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical troubleshootingproduct supportissue resolutioncustomer service standardsprocess improvementproblem-solving
Soft Skills
communication skillsattention to detailtime managementinitiativementoring
Certifications
high school diplomaAssociate's degreeBachelor's degree