CSR Supervisor

Required Skills & Experience

REQUIRED SKILLS AND EXPERIENCE

Qualifications

Remote team management Installation resolution over phone or chat Previous customer service, call center, help desk, or technical support experience preferred. Comfortable learning basic concepts related to WiFi, fiber, internet service, and modems. Technical background is helpful, but prior experience with Gaya is not required. Ability to learn and follow scripts and troubleshooting processes. Strong communication and customer service skills. Comfortable navigating multiple systems while speaking with customers. Strong problem-solving skills and ability to recognize when an issue should be escalated.

Job Description

JOB DESCRIPTION

Position Overview

ResortInternet is looking for a Customer Service Representative to provide over-the-phone support to customers experiencing internet and connectivity issues.

This person will follow established scripts and troubleshooting procedures, navigate the company’s customer service system, and help customers resolve common WiFi, fiber, internet, and modem-related issues. The majority of the role will involve Tier 1 and Tier 2 troubleshooting, so someone who is comfortable with technology and enjoys helping customers solve problems will do well in this position.

Key Responsibilities

Provide friendly and professional over-the-phone customer support. Troubleshoot common WiFi, fiber, internet connectivity, and modem issues. Handle primarily Tier 1 and Tier 2 technical support requests. Follow established scripts and step-by-step troubleshooting procedures. Navigate customer accounts and document interactions within Gaya, ResortInternet's customer service system. Identify when an issue can be resolved directly and when it needs to be escalated to a higher-level technical team. Clearly explain troubleshooting steps to customers who may not be technically savvy. Accurately document customer issues, troubleshooting performed, and resolutions.