Customer Resolutions Agent

About WeLink

WeLink is a next-generation wireless internet service provider. We use the latest millimeter wave technology (including our own custom radios) and a proprietary and patent-pending approach to network deployment that allows us to deploy fiber-like networks faster and more cost-effectively than anyone else.

We were founded by experienced fixed-wireless veterans and have spent the past couple of years developing technology and refining our approach. At WeLink we place a strong emphasis on delivering quality service and maintaining an excellent customer experience.

If you want to give the world an alternative to the cable and telco duopoly that frustrates consumers and help pioneer a better wireless future for the world, join us.

Job Description

WeLink is looking for a Customer Resolutions Agent to assist customers with various technical issues that might arise with their internet service. This is a full-time position.

Essential Job Functions

• Manage customer accounts, including updating billing information, answering account questions, and providing general service information.
• Assist with escalated customer concerns and issues, ensuring timely and effective resolutions.
• Communicate with customers via phone calls, text messages, and emails to address both technical and account-related issues.
• Provide solutions using patience, empathy, and respect while troubleshooting technical issues and resolving customer complaints.
• Diagnose and resolve internet service issues, leveraging technical skills and knowledge of wide-area networks.
• Update internal ticketing system (preferably Salesforce) for tracking customer interactions and issues.
• Coordinate with multiple departments to ensure complete customer satisfaction.
• Deliver world-class customer service with a focus on creative problem-solving and going the extra mile to provide resolution.
  
  

Experience/Qualifications

• 1+ year of previous experience in Customer Care, Customer Service, or Technical Support.
• Experience managing customer accounts and resolving technical issues via phone, email, and text messages.
• Basic understanding of wide-area networks and experience with remote troubleshooting.
• Familiarity with ticket-based CRM systems, preferably Salesforce.
• Proficiency in Microsoft Office/Google Suite.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills, with the ability to learn quickly and adapt to new technologies.
• Must live in Utah and be able to train in office (Lehi, UT) for two weeks, with a requirement to work 1–2 days per week in the office.
  
  

Schedule

6am to 3pm Sun/M/Thur/F/Sat (Tues./Wed. off)

Benefits

• Medical (+ HSA company contribution)
• Dental
• Vision
• Long Term Disability
• Short Term Disability
• 401(k) with a company match
• PTO
• 10 Paid Holidays
• We are an equal opportunity employer and value diversity in our workforce. We encourage applications from all qualified individuals, regardless of race, color, religion, sex, national origin, disability, age, or any other status protected by applicable law.