Customer Care Team Member

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for customers with streaming accounts through both voice and digital support channels.

• Manage incoming customer interactions in a professional and efficient manner.

• Provide precise information regarding products, services, billing, accounts, devices, and troubleshooting methods.

• Attend to customer concerns, identify underlying issues, and ensure clarity of understanding.

• Pose pertinent questions to diagnose customer problems effectively.

• Address inquiries and complaints utilizing available tools, knowledge resources, and established procedures.

• Navigate various systems and information sources while delivering a consistent customer experience.

• Accurately document interactions and perform follow-up communications as necessary.

• Collaborate with both internal and external partners.

• Uphold confidentiality and adhere to company policies and procedures.

• Acquire and implement new processes, tools, and service updates.

⛳️ Requirements

• Capacity to work flexible shifts depending on business requirements.

• Previous experience in a call center is preferred.

• Clear, professional, and confident communication skills in English.

• Strong customer service abilities.

• Proficient in analytical thinking and problem-solving.

• Ability to navigate multiple windows and applications simultaneously.

• Knowledge of troubleshooting for iOS (iPhone/iPad), Android (Handset/Tablet), gaming consoles (Xbox, PlayStation), smart TVs (Samsung, Vizio, Amazon), streaming devices (Roku, Firestick), and computer browsers (Firefox, Chrome).

• High school diploma or equivalent qualification.

• Must successfully pass all assessments, system checks, and background screenings.

• Desktop or laptop computer running Windows 11 operating system; Apple, Chrome OS, or tablet devices are not permitted.

• Additional monitor; a minimum of two monitors is required.

• Wired USB headset is necessary.

• Must be able to connect an Ethernet cable to a wired modem; wireless and Wi-Fi modem connections are not allowed.

• A smartphone is required for two-factor authentication.

• An attached or embedded webcam on the personal device is needed.

🏝️ Benefits

• Group Health and Wellness (Medical, Dental, and Vision).

• Health Savings Account (HSA).

• Educational Assistance.

• Optional plans, including critical illness, accident, and hospitalization coverage.

• 401k plan featuring Company Match and Roth contributions with immediate vesting.

• Pet Insurance.

• Discounted legal services.

• Employee discount programs.