Market Support Specialist
About The Position
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. A Day in the Life of the Market Support Specialist: Effectively work within the ICOMS billing system and Zendesk ticketing system Effectively use probing and qualifying questions to ascertain customer needs/offer products and services and provide pricing to customers as appropriate Effectively multi-task moving from one task to another as necessary Effectively use sales sheets and information in the knowledge base to provide correct pricing and product information to customers Effectively and efficiently enter information into ICOMS billing system Appropriately disposition chats and Zendesk tickets Provide correct canned or created responses to customers via chat or orally Ability and desire to create a positive customer experience Escalate any e-commerce, database, customer or employee affecting issues to management in an expedient fashion Other duties as assigned
Requirements
- High school diploma or equivalent
- Customer Service and/or Sales Experience
- ICOMS experience preferred
- Sales skills – Ability to use qualifying questions to ascertain customers’ telecommunications needs for today and into the future
- Excellent oral and written communication skills
- Fully proficient in ICOMS billing system
- Strong working knowledge about products and pricing for Astound
- Strong attention to detail
- Strong follow up skills
- Interested in creating an excellent customer experience – positively contributing to NPS
- Flexibility with work-from-home work schedule and adaptation to change
- Ability to effectively multi-task and prioritize workload
- Desire to learn new skills
- Proven track record of working independently
- Dependable on all levels with an emphasis on the attendance policy
- Ability to work harmoniously in a team environment
- Ability to work nights/weekends/holidays and overtime as requested
Nice To Haves
- ICOMS experience preferred
Responsibilities
- Effectively work within the ICOMS billing system and Zendesk ticketing system
- Effectively use probing and qualifying questions to ascertain customer needs/offer products and services and provide pricing to customers as appropriate
- Effectively multi-task moving from one task to another as necessary
- Effectively use sales sheets and information in the knowledge base to provide correct pricing and product information to customers
- Effectively and efficiently enter information into ICOMS billing system
- Appropriately disposition chats and Zendesk tickets
- Provide correct canned or created responses to customers via chat or orally
- Ability and desire to create a positive customer experience
- Escalate any e-commerce, database, customer or employee affecting issues to management in an expedient fashion
- Other duties as assigned
Benefits
- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
