Job Openings >> Customer Resolution Specialist
Customer Resolution Specialist
Summary
Title:Customer Resolution Specialist
ID:1140
Department:Operations
Location:N/A
Description
$1,000 REFERRAL BONUS
Take a look at this job description, if you are the right person, please apply. If Ultra Mobile doesn't appear to be a fit for you, refer a friend or colleague and get $1,000. Just send us an email to referralbonus@ultra.me with 1) your name and 2) their resume or link to their LinkedIN page. If we hire them and they stay for 90 days, you get $1,000. For more details of restrictions and rules, please email referralbonus@ultra.me

WHO IS ULTRA MOBILE
Ultra is a company dedicated to creating innovative, authentic mobile communication experiences for people around the globe. We offer communication plans that break down barriers and allow our customers to easily and affordably connect with their communities – no matter where they may be.
 
Recently announced in Inc. 500 as the #1 Fastest-Growing Privately Held Company in America, we are hiring! We are looking for a Customer Resolution Specialist to join our Costa Mesa team!  At Ultra Mobile, you'll join a company that feels like a start-up, and has the revenue of a larger business. We can offer you a fast-paced and driven working environment with challenging work and great colleagues as well as career development opportunities.

Find out more: http://www.inc.com/profile/ultra-mobile

WHAT WE DO
Ultra Mobile focuses on delivering convenient and cost-effective unlimited talk, text and data services for the estimated 40 million foreign-born people living in the United States who regularly call or text internationally to stay connected with family and friends around the globe. We strive to develop meaningful, mutually rewarding partnerships with our customers, retailers, distributors and co-workers; creating differentiated communication products that better our communities, our families, our businesses and the global communication industry as a whole.

COMPANY PERKS
  • Flexible Schedule and Casual Dress
  • “Better than most” primary care giver benefits
  • Wide selection and more choices for Health Care plans
  • 401-k Match with wide selection and investment options
THE GENERAL SCOPE OF POSITION
We are seeking for a Customer Resolution Specialist to join our Level 4 operations team.  This team member will be responsible for two areas: real time assistance and customer assistance.
 
ABOUT THE ROLE
  1. Real Time Assistance
    • Provides assistance to Level 1 and Level 3 – Customer Service Representative / Technical Support Representative by serving as an escalation point for complicated concerns
    • Open raised tickets, resolve raised tickets, properly tag and update raised tickets, follow up on open and pending tickets
    • Provide feedback on status of tickets raised the prior day
    • Provide assistance for any operational issues that may arise that impacts operations
    • Provides support and actively engaged in resolving queue call routing issues
    • Provides management and operational reports to indicate Technical Teams operational performance and anything that may have relevant impact to daily care operations
    • Monitors and manages Tools and customer transactions on a regular and timely manner
    • Conducts Daily and regular routine and validation tests to assess operational status and customer experience on a timely manner
    • And anything else that may be assigned by the client and the management team
       
  2. Customer Assistance
    • Provides 2nd level Support to all escalated Customer issues and attends to them according to SLA
    • Supports Operations during Incidents, Call Spikes or any abnormalities that may impact customers by analyzing call dispositions, trends, statistics and correlating all information.
    • Provides direct and on-floor coaching to Care Agents for effective and efficient customer call handling and issue management.
    • Provides scheduled trainings and coaching to Agents for new process, products and services.
    • Coordinates actively with relevant departments such as OPS, QA, HRD for post mortem discussions and continual improvements
    • Escalates Customer concerns to the Level 4 Team for further troubleshooting and Issue Resolution
    • Callback the customers to follow up on the Issue if it has been resolved or not
    • Attend to LER customer by providing the details to the LER department (subpoena, 911 calls, call recording, etc.) if these items are available at hand
    • And anything else that may be assigned by the client and the management team
       
  3. Issue Identification/Notification
    • Identify and monitors potential or ongoing issues that may arise based on the Tools, Routine tests, number of tickets raised (disposition)
    • Notify the operations team / and production agents for any issues that have occurred
    • Notify the operations team / and production agents if issues have already been resolved and update them on the status
    • Conducts Tests and Impact Assessment for identified incidents
    • Test the IVR, CRM and all Relevant Tools for functionality and performance
    • Escalate ongoing Issues to Upstream Providers
    • Escalate ongoing issues to Client as may be defined in Escalation protocols
    • And anything else that may be assigned by the client and the management team
       
  4. Process Improvement
    • Identifies Technical and backend process improvements based on Customer issues, trends, identified gaps and win opportunities
    • Identifies training needs based on the ticket results – opportunities for improvement and Training in terms of processes
    • Create walkthroughs and guides based on best practices to share and implement in the production floor and agent pool
    • Conduct Trainings and Initiate Trainings based on the needs of the Level 3 Escalation Representatives and based on the RCA for Issues raised
    • And anything else that may be assigned by the client and the management team
       
  5. Reporting
    • Provides Management and Operational Reports as may be necessary and required by Client and Management
    • Generate reports from the system and create analysis based on trends and the data provide
    • Conduct Weekly Business Reviews with the Management Team and with the Client based on previous week’s performance

QUALIFICATIONS
  • 1 - 2 years’ experience as a Technical Support Representative in a Telecommunications (Mobile Phone, Prepaid Phone Services) or any Technical Account
  • Must have strong Call Center Management experience with relevant exposure to 2nd tier and backend support tasks
  • Have relevant knowledge on GSM, LTE and prepaid mobile services
  • Knowledge of IT and VoIP is preferred
  • Ability to work well with agent and management level employees
  • Must have effective communication, writing, analytical and organizational skills
  • Has the ability to work with people from different backgrounds
  • Has the ability to multi-task and handle multiple concerns at all the same time
  • Highly motivated, results-driven, and resourceful
  • Excellent problem-solving and decision-making skills
 
 Location: Costa Mesa, CA

APPLY ONLINE AT:  http://ultramobile.applicantstack.com/x/detail/a296ecjvejos

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