Customer Service Advocate

Job Description

Responsibilities

• 1st Line Support – Diagnose and resolve issues with SIMs & hardware.
• Collaborate & Connect – Work with networks and use Zendesk, SIMPro, and chat tools to manage and resolve queries.
• Customer Champion – Advocate the use of the SIMPro self-serve portal and create effective solutions!
• Troubleshooting Wiz – Help customers navigate issues with troubleshooting, password resets, and system diagnostics.
• Continuous Improvement – Identify, create, and implement ways to improve customer care.
• Data Driven – Use reporting tools like Zendesk, PowerBI, Salesforce, and SIMPro to make proactive, fact-based decisions.
• Support Your Team – Help with platform readiness, training, and more!
• Onboarding & Training – Assist with smooth customer onboarding and host platform training sessions.
  

Secondary Focus:

• Customer Complaints – Address issues with new accounts and service reviews.
• Operational Support – Ensure the IoT SIM provisioning system is accurate and up-to-date.
• Customer Care – Manage relationships, ensure customer satisfaction, and deliver excellent service at every touchpoint.
  

The Secret Sauce:

• Communication – Your ability to engage with customers and colleagues is key.
• Attention to Detail – Stay organized and deliver exceptional service.
• Problem Solver – Tackle challenges head-on in a fast-paced environment.
• Tech-Savvy – Experience with tools like Excel, PowerPoint, and Zendesk is a plus!
• Customer Focused – With a minimum of 2 years’ experience in customer service or success, you understand complex processes and are ready to make an impact.
  

What Will Make You Shine At

• Proactive & Enthusiastic – Approach challenges with a positive and logical mindset!
• Collaborative Spirit – Share your knowledge, learn from others, and be a team player.
• Data-Driven – Use your analytical skills to uncover insights and drive improvements.
• Customer Obsessed – Always go the extra mile to exceed customer expectations and business needs.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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