Sales Support Specialist – Telecom, Mobility
AppDirect
Tier 2 Customer Care Team Analyst
PhoenixTeam
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $40,000 - $80,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Oracle
About the role
- Analyze, create, and implement resolution options for Tier 2 customer support inquiries to the VA LGY Customer Care Help Desk
- Work across teams to understand and find solutions to Tier 2 customer support issues
- Use Salesforce DataLoader to resolve data correction needs or other data updates as needed
- Analyze requirements for data correction or data update scripts and work with Oracle DBAs on script creation and review
- Present Tier 2 ticket resolution scripts at the daily Change Control Board for approval
- Attend daily standups to report on progress and any blockers
- Understand and adhere to customer care KPIs and SLAs
- Create high quality client deliverables with regular supervision from team lead
- Prepare and review solution options with team lead to solve tough challenges
- Be a good teammate to the client and the delivery team, encouraging and enabling teammates to be their best selves
- Maintain positive relationships with the client
Requirements
- Bachelor's degree and 3 years of relevant experience
- An additional 2 years of experience with an Associate's Degree
- An additional 4 years of experience with a high school diploma
- Excellent verbal and written communications skills
- Strong attention to detail with proven analytical and problem-solving skills
- Can easily shift focus between high priority tasks as required
- Demonstrates leadership in the face of ambiguity, rather than waiting for direction from above
- Navigates through challenges to consistently get things over the finish line
- Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook)
Benefits
- NA 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data correctiondata update scriptsanalytical skillsproblem-solving skills
Soft skills
verbal communicationwritten communicationattention to detailleadershipteamworkadaptability
Certifications
Bachelor's degreeAssociate's degree
