Note: The job is a remote job and is open to candidates in USA. Armstrong is a family owned and operated collection of diverse companies. They are seeking a Customer Service Universal Agent to support their digital and next-generation television and streaming products, Internet and Telephone services, focusing on effective communication and problem resolution for customers.

Responsibilities

• Proficient handling of billing inquiries, video product troubleshooting, and product attributes
• Resolve internet troubleshooting calls including support of ethernet and wireless networks
• Provide continuing support for our current email customers as well as troubleshooting webmail and various software clients
• Isolate customer issues and direct inquiries appropriately regarding our telephone product
• Utilize various training materials and our internal tools to quickly and accurately diagnose and resolve customer issues
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Adhere to and support customer/company account security and privacy protocols
• Efficient scheduling of Fiber conversions for eligible customers
• This list is not exhaustive and may be supplemented

Skills

• At least 6 months of experience in a Tech Support or Customer Service role
• Understanding of traditional Ethernet and wireless networks, as well as MoCA networks
• Strong typing, verbal and written skills
• Familiarity with desktop and mobile operating systems as well as security software packages
• Experience with troubleshooting third-party streaming services and apps
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts
• Technology-related certifications or accredited degrees

Benefits

• Competitive hourly wage with free/discounted services
• Award-winning, positive work environment
• Benefit eligibility on your first day with low employee premiums that are far better than the industry average
• Free Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companies
• Opportunity for advancement
• Employee recognition programs
• 401(k) plan participation

Company Overview