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Customer Support Representative

BAI Connect

Customer Support Representative

Sherman Oaks, CA
Full Time
Paid
  • Responsibilities

    Job Description

    BAI Connect is a thriving, fast-paced Internet and communications provider in Southern California and the Las Vegas area. With full control over our private state-of-the-art fiber/wireless network, we are able to provide reliable, symmetrical Internet and communication services with the highest levels of customer care to customers across residential buildings, commercial properties, student housing developments, film studios, hotels and live events.

    BAIC’s customer support team is expanding to improve service delivery. We are looking for individuals with high levels of empathy who will meet each customer where they are at their level of technical expertise to troubleshoot internet, tv and voice issues with the goal of a quick and complete resolution. Success depends on the ability to quickly learn BAIC systems and processes, collaborate with teammates, and communicate effectively with internal and external audiences.

    ENTRY LEVEL OPPORTUNITY!!  

    THIS ROLE OFFERS OPPORTUNITIES FOR ADVANCEMENT AND GROWTH WITHIN THE BROADER SUPPORT TEAM AND NETWORK OPERATIONS CENTER (NOC).

    DUTIES & RESPONSIBILITIES:

    • Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
    • Provide daily support to customers by answering phone calls and emails, troubleshooting problems and quickly formulating solutions and adequate responses.
    • Resolve tickets as quickly and thoroughly as possible.
    • Strategically schedule BAI’s Field Technicians for service calls while managing the calendar.
    • Manage and complete tasks, remote activations and speed upgrades in a timely fashion.
    • Monitor, resolve, and escalate issues within support while communicating clearly and effectively with customers and co-workers.
    • Maintain a working knowledge of all products, processes and systems.

    QUALIFICATIONS/REQUIREMENTS:

    • Empathy for customers and outstanding interpersonal skills to make customers feel at ease and well cared-for
    • Call management skills to steer the customer conversation and effectively get to the root of customer problems quickly and effectively
    • Excellent desktop support troubleshooting skills, including Mac, Windows, iOS, Android, gaming consoles, various smartphones, and tablets.
    • Analytical, curious mindset and the ability to learn quickly and adapt
    • Good time management skills and ability to work independently
    • Ability to create sustainable processes and procedures
    • Strong communication skills: verbal/phone, written/email and internal documentation

    IDEAL CANDIDATES ALSO BRING: (PREFERRED NOT REQUIRED)

    · Understanding of basic networking concepts such as Wi-Fi, TCP/IP, DHCP, DNS, HTTP, ICMP, IPv4/6

    · Ability to perform some operations from a command line

    WE OPERATE A 7-DAY A WEEK CALL CENTER. FLEXIBILITY WITH VARIOUS SHIFTS AND WEEKEND AVAILABILITY IS KEY.

    BAI CONNECT IS AN EQUAL OPPORTUNITY EMPLOYER; EMPLOYMENT WITH BAI CONNECT IS GOVERNED ON THE BASIS OF MERIT, COMPETENCE AND QUALIFICATIONS AND WILL NOT BE INFLUENCED IN ANY MANNER BY RACE, COLOR, RELIGION, GENDER, NATIONAL ORIGIN/ETHNICITY, VETERAN STATUS, DISABILITY STATUS, AGE, SEXUAL ORIENTATION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY OR ANY OTHER LEGALLY PROTECTED STATUS.

     

    Company Description

    At BAI Connect, we work in an ever changing and evolving world of telecommunications to provide top tier data, phone and video connections to our partners and clients across the greater Los Angeles area. The company is poised for extensive growth over the coming years and is looking for talented and highly-motivated individuals to join our team. If you thrive in a fast-paced environment and are looking for a challenging opportunity, we’d love to have you join the BAI Connect team.