Customer Support Specialist - Telecommunication

About iPlum:

iPlum is a leading mobile VoIP telecom company providing innovative communication solutions for businesses and individuals. Our services include high-quality voice calls, messaging, and unified communication with a focus on reliability and customer satisfaction. We focus on sectors which need mobile security and compliance. We are seeking a dedicated and skilled Customer Support Specialist to join our team.

Job Summary:

As a Customer Support Specialist, you will be responsible for providing top-notch technical assistance to our customers, troubleshooting VoIP-related mobile app issues, and ensuring a high level of customer satisfaction. This role requires strong technical expertise, excellent communication skills, and a customer-centric approach.

Key Responsibilities:

Customer Support:

• Provide technical support to customers via phone, email, and chat.
• Resolve customer issues related to iPlum mobile app services, including setup, configuration, and troubleshooting.

Customer Training:

• Conduct training sessions for customers on how to use iPlum’s services and features.
• Assist customers with onboarding and setup of services.
• Assist clients in porting their existing lines to iPlum.

Content Creation:

• Create compelling product feature & support videos using Zoom or similar software

Collaboration and Escalation:

• Work closely with the engineering and product teams to resolve complex technical issues.
• Escalate unresolved issues to the appropriate team or level of support.

Technical Documentation:

• Document and update support tickets with accurate and detailed information.
• Create and maintain knowledge base articles and technical documentation for internal and customer use.

Product Knowledge:

• Stay updated on iPlum’s products, services, and industry trends.
• Provide feedback to the development team on recurring issues and customer pain points.

Qualifications:

Education:

• Bachelor’s degree in Information Technology, or a related field is preferred.

Experience:

• 1-4 years of customer service experience in the telecom or VoIP industry.
• Experience with VoIP technologies, Phone tree troubleshooting.
• Understanding of carrier concepts like porting a number
• Proficiency in mobile apps calling and texting

Skills:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with support ticketing systems and remote support tools.
• Familiarity with Windows, macOS, and Linux operating systems.

Personal Attributes:

• Customer-focused with a passion for helping people.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Ability to handle multiple tasks and prioritize effectively.

Benefits:

• Competitive base salary with commission and bonus opportunities.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Remote work environment.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s):

• How many years of experience do you have with VoIP troubleshooting?

Work Location: Remote