Customer Support Rep

As the Bay Area’s highest speed broadband provider, PAXIO continues to own the telecommunications market with our state-of-the-art fiber optic network. First delivering gigabit Internet service to the home in 2006, PAXIO has built a track record of success and excellent brand identity through our dedication to improving broadband connectivity. Our leadership in open access networks and the building of inclusive network partnerships has delivered excellent growth opportunities.

PAXIO is seeking creative and self-motivated individuals to join our team who will help us continue to grow by assisting in providing our clients (consumers, businesses, and municipalities) quality services and solutions. We are looking for a candidate to provide superior support to our future and existing customers, partners and clients. We need someone who can connect with our customers in a meaningful way, who strives for excellence, and wants to make a difference in helping everyone they interact with. We are looking for a self-starter with a can-do attitude, who takes initiative in getting tasks done without needing direction, can think quickly and professionally with good judgement and is tech savvy in various applications!

Areas of Responsibility that you can excel in: * Answer various inbound client phone calls related to billing and services * Maintain CRM and billing records in assorted PAXIO specific database and CRM software. * Schedule service appointments and main point of contact for customers regarding technicians visits. * Live in our Customer Support Zendesk app to manage tickets for customers, ranging from technical to billing requests. * Assistance in developing future support processes that improve the overall client support flow. * Develop and maintain thriving customer relationships within the community via strong communication with customers as part of strategic outreach campaigns *Develop support processes, templates, help guides, videos and other tools. * Schedule maintenance work as needed and troubleshooting appointments with clients for our field team. * Provide customer and clients basic tier 1 technical support

Who you are: The kind of person who gets excited when the phone rings, knowing it’s your chance to speak to someone new. You have a cheery attitude and quickly adapt to make the best of any situation with varying customer personalities. You thrive on researching better solutions and are always looking for ways to constantly improve processes and procedures. You enjoy working in an environment where creativity is valued and you can continually grow and add more to your job. You are a Customer Support Superhero! * Ability to work in an informal construction office setting * Strong verbal and written communication skills * Ability to learn/use multiple platforms (CRM, Billing, Google Docs, etc.) * Positive team-player attitude * Strong sense of ownership over client experience * Adaptability across multiple roles and tasks as needed * Attention to detail, the ability to multi-task and operate in a changing environment * Professional demeanor and presence required * Ability to multitask, prioritize and stay on top of ongoing open project items * Able to demonstrate excellent communication and social skills