Role (Growth Opportunity):

Tango Networks, an emerging service provider in the private enterprise mobility space, is seeking a telecommunications Customer Care and Support Specialist. As a Customer Care and Support Specialist, you will provide front line support to high visibility and rapidly expanding customers of Tango Networks’ Mobile-X Solution. As one of our initial specialists in the USA supporting our award-winning Mobile-X enterprise mobility product, the selected candidate will have the opportunity to refine and heavily influence the establishment of Customer Care processes and policies. The applicant will have a tremendous opportunity for career growth as the company anticipates significant growth in the coming months/years. 

 

 Skills and Aptitudes Required:

 

·       Focused, organized, and dedicated worker

·       Must possess excellent written and verbal customer communication skills.

·       Must demonstrate the ability to consistently provide a calm and professional presence in both internal and external interactions.

·       Must have the ability to effectively use critical thinking and logic to identify issues, determine the appropriate steps to either resolve the issue, mitigate the issue, or rapidly escalate the issue to personnel better suited within the company.

·       Must possess the ability to diagnose and resolve front line problems utilizing department tools, resources, business judgement, and expertise – resulting in solutions

·       Must have basic familiarity with trouble ticket management systems

·       Ability to work and collaborate as part of a diverse team of agents and engineers but also possess the ability to be opinionated and independent when required.

·       Understanding of basic mobility and telephony concepts is preferred.

·       Passionate in understanding key customer needs and deeply motivated to help the company achieve business objectives

Responsibilities:

·       Manage customer issue queues.

·       Work both routine and critical service impacting incidents with the utmost professionalism and consistent diligence.

·       Track and accurately report customer enquiries to ensure monitoring and compliance with Tango Networks target service level commitments to our customer.

·       Prompt and accurate redirection of questions or issues to the appropriate personnel within Tango Networks.

·       Maintain solid customer relationships through effective communication and resolution of questions or issues with speed and consistent professionalism.

·       Pro-actively develop and evolve your knowledge in assigned areas of ownership within support.

·       Closely work with team members across 3 sites worldwide, to ensure that work is effectively managed and coordinated across all support sites and Customer Care resources.

·       Occasionally act as a liaison between Operations and other Tango Networks teams, to facilitate new service deployments, or customer on-boarding activities.

·       Demonstrate and subsequently train others in the use of operational tools and portals in preparation for trials or new employee onboarding.

 ·    Maintain and enhance knowledge base articles which instruct current and future agents on how to identify and resolve different types of issues.

 ·      Proactively resolve issues and problems before they become customer satisfaction issues via clear understanding of the issue assigned and clear communication with customers, other team members, and supervisors.

 ·      Follow all processes, identify deficiencies, and document necessary changes for improved supportability and efficiency.

 

Applicant Details:

·       This position is based out of Frisco Texas. Note that while dealing with the pandemic, we do encourage remote operations for all our employees. However, once the workforce can normalize operations, active presence in the office will be mostly needed. Some telecommuting allowed.

·       Hours are primarily 8am-5pm central. However, some off hour work will be occasionally required.

·       This position does not offer relocation.

·       This is a Full Time Position.