Tier 2 Customer Experience Representative

About ZOLEO: 

A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has been met with rapid success from it’s launch in 2020, winning multiple innovation awards and growing its subscriber base quickly.  

Together we’re committed to offering consumers and enterprise users affordable global messaging connectivity, plus a safety system you can count on, from the moment you leave cellular coverage to your return. Providing a familiar smartphone messaging experience that transmits seamlessly over satellite, cellular and Wi-Fi, we’re re-inventing global messaging – the way it should be. 

Are you interested in joining an entrepreneurial company and help take it to the next level? Check out www.zoleo.com to learn more. 

Summary: 

As a Tier 2 Customer Service/Customer Experience agent, you will be responsible for supporting customers with a variety of inquiries through incoming calls, tickets, chats, and social media by supporting customers with  helpful information,  handling Tier 2 level technical troubleshooting and/or set-up processes. . You help ensure long term customer loyalty and satisfaction by positively representing company products and services, supporting peers, while working to meet and exceed service level metrics. Strong critical thinking skills coupled with strong technical, analytical, and problem-solving skills in a telecom voice and/or data environment assist you in ensuring effective problem resolution and win-win customer experiences.  

The role requirement is a combination of virtual or in-office as geographies dictate and may be part of a larger Global Customer Experience Team. This role reports to the regional Team Lead, Customer Experience.  

Key Responsibilities: 

• Take ownership of incoming technical, administrative or billing related customer inquiries in a Tier 2 capacity using multiple communication channels. Owns and sees issues through to resolution 

• Assist in monitoring/engaging and responding to social media comments and feedback.  

• Offer support, guidance and training to Tier 1 agents to improve their problem-solving skills and understanding of processes contributing to overall team development and consistency in service quality. 

• Support in the documentation of new external/internal training resources and knowledge base articles. 

• Contribute to process improvements. Propose and support the creation of new processes and initiatives. 

• Develop an “expert level” knowledge of company products and services. Opportunity to specialize in certain operational processes will be encouraged. 

• Engage in quality assurance activities by reviewing and providing feedback on support interactions. This will help ensure adherence to company standards and enhance overall service quality. 

• Meet both personal and team-based monthly SLA’s, Productivity Targets, and Quality Standards.  

• Support various customer-related special projects in a cross functional environment  

• Promote company products, features, and benefits through consultative customer qualification.  

• Attend and participate in company events and meetings either in an in-office or virtual environment.  

• Stay updated on all operational systems, processes, procedures, as well as company policies. 

• Stay informed on all new/upcoming products and services within the company, competitors and industry. 

• Ensure a positive, professional and highly accurate customer experience. 

• Collaborate with Product and Engineering Team to share customer insights, report recurring technical issues, and contribute to the enhancement of product features and functionality. 

• After hours, weekend, and holiday coverage will be required as business needs fluctuate.  

• Shift times vary based on scheduling requirements but will generally fall between the hours of 8AM-9PM  

Qualifications & Skills: 

• Experience: Minimum 3-5 years in a customer service role. 

• Customer Centric: Takes ownership of customer concerns. Sees issues through to resolution. Skilled in resolving difficult customer situations with positive outcomes. 

• Technical Aptitude: Strong proficiency in technology with knowledge of industry best practices in mobile satellite, wireless, and messaging environments.  

• Technical Support Experience: Experience supporting technical products (software/hardware) in a tier 2 wireless products environment. Solid understanding of iOS and Android-based devices. 

• Problem-Solving Skills: Resourceful, analytical, and adept at troubleshooting and diagnosing issues. Capable of setting up, testing, and replicating technical problems to find the root cause. 

• Communication: Excellent communication skills with the ability to simplify technical concepts for customers.  

• Time Management & Organization: Efficient in managing time, staying organized, and working independently. Adaptable to new processes and evolving environments. 

• Pressure Handling: Able to handle high-pressure situations, managing multiple priorities effectively. 

• Work Environment: Comfortable working remotely or in-office with a global team.  

• Team Player: Enthusiastic and self-motivated, contributing beyond core responsibilities to improve operations. 

• Technical Tools: Proficient in helpdesk tools (Zendesk), Microsoft Office, various backend systems 

• Continuous Improvement: Committed to learning and adopting new practices, focused on personal and team development. 

• Language Skills: Additional language skills are an asset. 

• Education: Post-secondary diploma or equivalent experience required. 

Shifts will be 8 hours (with appropriate breaks) between 8am and 8pm EST. Shift times will be assigned upon hire and are subject to change. After hours, weekend, and holiday coverage will be required as business needs fluctuate.  

What we Offer: 

• Competitive base salary 

• Bonus 

• 3 weeks' vacation 

• Health & dental benefits 

• Work remotely