Customer Support Specialist

Norwalk, United States

About the role:

The Customer Support Specialist provides superior quality service by responding promptly to customer requests, while ensuring a consistently positive experience.  

What you'll do: 

  • Wear a headset throughout your shift and maintain an on-demand audio presence on a team-wide meeting bridge

  • Work with 2 displays (laptop and separate monitor)

  • Respond to a high volume of emails and phone calls to support the installation of the network devices such as modems and routers

  • Appropriately escalate support requests to Technical Support Level 1 and 2 

  • Become proficient in the use of proprietary web-based applications used to perform basic testing and ad hoc configuration of remote routers an similar equipment

  • Maintain an active presence in a contact center phone/email queue and other internal communication platforms such as Office 365 (Outlook), Slack, Teams, etc.

  • Document the results of diagnostics and installations

  • Other duties may be assigned at the discretion of management 


What you need: 

  • Ability to remain courteous and professional in a high call volume environment

  • Excellent verbal and written communication skills

  • Ability to adapt to shifting priorities and resources

  • Attention to detail and efficiency

  • Team player with solid organizational skills

  • Call center and or customer service experience required

  • High school Diploma or  equivalent

Ventus, a Digi Company, offers a distinctive Total Rewards package including new hire stock awards, paid parental leave, open (uncapped) PTO, and a hybrid work enviornment in addition to our competitive medical, health & wellbeing an compensation offerings.