Launch Support Specialist

Job description

The Launch Support Specialist is responsible for providing daily interactions with customers virtually and in person while also providing quality assurance to ensure all customer documentation is updated into their accounts and service orders are properly documented and closed. This role will also require customer education and assisting the Account Management team with launch service activation residuals. RESPONSIBILITIES: - Provide the highest level of customer service and set the example for White Glove Service. - Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products. - Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues. - Make outbound calls to customers using company systems to schedule service orders and follow-up the day before and the day of the appointment. - Ensure that scheduled appointments are dispatched and completed in a timely manner. - Maintain excellent communication with residents regarding any schedule changes. - Provide concise, clear, and accurate communication to provisioning department regarding any changes/edits to i...