The customer service team consists of 3 separate teams — customer service, scheduling, and tech support. The customer experience team acts as the main POC for customers. They handle delivery escalations, drive feedback, and drive internal access programs. The Tech Support Team supports pre installation. They oversee 3rd party deliveries, troubleshooting (installation issues), post installation troubleshooting, tech issues with installs and provisioning jobs. The Scheduling team supports pre install, coordination of installation between the installer and the customer, 3rd party agreement verifications, and scheduling/re scheduling of installs. There is a launch into a new country requiring 2 customer support reps to wear all 3 hats and support the launch. Tech Support will handle about 250 calls a week across the team. Currently have 6 people so 50 calls a week per person. Administrative work includes 500 emails/admin tasks a week on average, so 100 per person.
What you’ll be supporting:
Device that the sales device installs for customers. Big rental or leasing companies.
Installs on doors of customers so that Amazon drivers can use device to deliver packages.
Will be verifying information and setting up appointments.
Speaking with customers using the product and technicians installing the product.
HOURS WORKED: queue hours are 6am-5pm Mon-Friday – so schedule will be any 5 days at a stretch, shifts can start anytime between 6-8.30am PST
