Goosetown Communications Hiring for Customer Support Representative Job at Congers, NY Full Time

Goosetown Communications is a provider of two-radio equipment and services. With offices in Congers, NY, Bloomfield, CT, and Guilford, CT, we proudly and expertly service much of the public safety, commercial, and industrial users in our areas. As a team we are dedicated to protecting and enhancing the safety and vibrancy of the communities we serve.

Job Summary

This entry-level position is responsible for supporting the Push-To-Talk Over Cellular (POC) Support Team which includes managing phone calls and e-mails with current and prospective customers. The position also includes training for and the ability to perform basic programming of POC radio equipment including running scripts, device firmware upgrades, mobile app installation, MDM setup, and managing and provisioning sim cards. This person must be technically savvy and capable of managing different tasks simultaneously and provide a high level of customer service and willingness to do whatever it takes to resolve the customers’ problem (within reason). Other job duties may include but may not be limited to billing system adjustments, KB article creation, POC equipment returns, and customer training.

PRIMARY RESPONSIBILITIES

• Manage inbound support calls and e-mail queues to resolve product issues as they arise
• Create service tickets for each customer interaction
• Program POC radio equipment for orders and replacements
• Assist with equipment inventory management and procedures ensuring the accuracy of data, CRM parts assignment, service tickets, and returns.
• Proactively make improvements, providing feedback and recommendations to management regarding customer support practices, on- boarding processes, fulfillment, product system and inventory-related procedures, and training.
• Provide support to customers, dealers, partners, and internal employees on a variety of related product questions, requests, and issues.
• Handle support issues, requests, modifications, and training requests.
• Assist with sales leads, customer adoption and retention efforts, surveys, and ad hoc projects
• Support and assist with various organizational assigned projects and tasks

KNOWLEDGE AND SKILL REQUIREMENTS

• Strong communication skills (verbal and written)
• Strong customer service and technical abilities
• Attention to detail and sense of urgency are crucial to your success
• Must be flexible and work in a rapidly changing environment
• Must follow procedures and enforce company policy
• Strong multitasking, time management, and prioritization skills.
• Excellent organizational skills and initiative.
• Able to work independently and as an active member of a team.
• Proficient with Microsoft Office Products and CRM systems, preferably ConnectWise
• Proficient in navigating common mobile operating systems (Android and iOS)
• Radio/Telecommunications service experience is a plus

Note that duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

WORKING CONDITIONS

• Ability to work business hours of Monday – Friday 8 am-4:30 pm. Work may require occasional weekend and/or evening work.

Education/Certifications:

• High School Diploma (Required)
• Associates Degree from technical school or military technical training (preferred)
• 1-3 years work experience in the cellular communications industry in some capacity (preferred)

Goosetown Enterprises, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors are wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

You can find out more by visiting: www.goosetown.com’

Job Type: Full-time

Pay: $20.00 – $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Congers, NY 10920: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of work experience in the cellular communications industry do you have?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location