Description
📡 **Telecom Customer Support Representative**
🏢 **About Us:** A major regional ISP and mobile carrier in Dallas, TX, is expanding our subscriber support team to handle increased call volumes from new network deployments.
🎧 **Core Responsibilities:**
• Consult subscribers on tariff plans (home internet, mobile, cable TV) and upsell premium add-ons (cloud storage, premium channels).
• Process billing inquiries: resolve double charges, arrange payment deferrals, and manage account balances.
• Log and triage technical complaints (signal loss, router issues) and escalate to Tier 2 field techs with strict ticket SLA tracking.
• Handle omnichannel support: live chat, Telegram bot, and inbound phone calls simultaneously.
🎓 **Requirements:**
• 1+ year of call center or technical support experience.
• High stress tolerance and the ability to maintain composure during peak call hours.
• Basic understanding of networking (IP, routers, PPPoE) to accurately triage client issues.
• Clear, concise communication skills without overwhelming non-technical users with jargon.
✨ **What We Offer:**
• Target Salary: $45,000 USD base + monthly quality bonuses.
• Full-time, 100% remote role (after a 2-week on-site training in Dallas).
• Company-provided hardware (headset, PC access) and a structured 2-on/2-off shift schedule (8:00 AM - 8:00 PM).