[Remote] Market Support Specialist

Note: The job is a remote job and is open to candidates in USA. Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. The Market Support Specialist will effectively assist customers by utilizing the ICOMS billing system and Zendesk, ensuring a positive customer experience while addressing their needs and providing accurate product information.ResponsibilitiesEffectively work within the ICOMS billing system and Zendesk ticketing systemEffectively use probing and qualifying questions to ascertain customer needs/offer products and services and provide pricing to customers as appropriateEffectively multi-task moving from one task to another as necessaryEffectively use sales sheets and information in the knowledge base to provide correct pricing and product information to customersEffectively and efficiently enter information into ICOMS billing systemAppropriately disposition chats and Zendesk ticketsProvide correct canned or created responses to customers via chat or orallyAbility and desire to create a positive customer experienceEscalate any e-commerce, database, customer or employee affecting issues to management in an expedient fashionOther duties as assignedSkillsHigh school diploma or equivalentCustomer Service and/or Sales ExperienceSales skills – Ability to use qualifying questions to ascertain customers' telecommunications needs for today and into the futureExcellent oral and written communication skillsStrong working knowledge about products and pricing for AstoundStrong attention to detailStrong follow up skillsInterested in creating an excellent customer experience – positively contributing to NPSFlexibility with work-from-home work schedule and adaptation to changeAbility to effectively multi-task and prioritize workloadDesire to learn new skillsProven track record of working independentlyDependable on all levels with an emphasis on the attendance policyAbility to work harmoniously in a team environmentAbility to work nights/weekends/holidays and overtime as requestedICOMS experience preferredFully proficient in ICOMS billing systemBenefits401k retirement plan, with employer matchInsurance options including: medical, dental, vision, life and STD insurancePaid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organizationFloating Holiday: 40 hours per yearPaid Holidays: 7 days per yearPaid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local lawsTuition reimbursement programEmployee discount programCompany OverviewAstound is a telecommunications company that offers cable, internet, and phone services. It was founded in 2002, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.astound.com.



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