Customer Success Representative

Our Backstory

Reach is a global SaaS platform powering the next generation of network-based services. Companies use our end-to-end platform to launch, operate, and scale innovative wireless, broadband, and IoT services in record time

The position we have: A Customer Success Representative for a full-service, next generation Customer Care team that specializes in world-class experiences for agents and customers.

A Day in the Life:

• Assisting our awesome customers via phone calls, emails, texts and Live Chat. Its important to add a personal, human touch to each interaction. Were a Customer Care team that genuinely cares about people.
• Multi-tasking to deliver amazing customer care across various inbound channels, often simultaneously. The Customer Success Rep must stay collected and prioritize most pressing needs first
• Troubleshooting questions such as How do I activate my service? and How do I get a better signal? and When will my payment be processed?. You'll resolve issues thoughtfully and efficiently because your time and the customers time is valuable!
• Staying in the know about various digital tools and keeping up to date on technology that our customers may be using. You'll also have access to amazing technology that makes doing your job easier and more enjoyable

Our Ideal Candidate :

• Communication comes easy to you in all forms.
• Customer service is your passion, and you love the bragging rights.
• Meeting new people has always been a breeze and helping is even easier.
• Awesome organizational skills with the talent to juggle multiple priorities.
• Learning new things and growing is something you cant get enough of.
• You thrive in a fast-paced environment and can keep your cool under pressure.
• Avid technology user and a great problem solver.
• Honest, trustworthy and people know they can rely on you

Requirements:

• High School diploma or above •
• At least 3 years of work experience in a customer-facing role
• Fluent English speaker; bilingual Spanish speaker is a plus

Expected Hours:

This requirement is for US day time as India team supports US operations 24/7. This means the shift timing would be between 6:30 pm IST (or 7:30 pm IST when daylight savings are on in US) to 6:30 am IST (or 7:30 am IST during US daylight savings) for a budgeted 40 hours per week, with approximately 8 hours each day on an average. The person should be flexible to work during these hours, with possibilities of working even between 12 am IST (midnight) to 7:30 am IST. The shift timing can change on a day to day basis, as per the schedules and requirements of the Company.

About Reach Care:

Not your average call center by a long stretch, the Reach Care team delivers world-class experiences for agents and customers. We believe the key to amazing customer service is empowering our agents with a positive, fulfilling workplace and world-class technology.