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Clearwire Corporation

Clearwire is the pioneer in 4G and operator of the first 4G network in the country.The Clearwire 4G mobile broadband network now covers more than 130 million people in the U.S. including 35 of the top 40 U.S. markets. Our WiMAX network represents one of the fastest expansions in history, and our 4G network is highly scalable and backed by a wealth of spectrum.In 2011 Clearwire was one of the fastest growing companies in the wireless industry and today serves 11 million 4G customers.Recent pro... Read More

Address      4400 Carillon Pt, Kirkland, WA 98033
Website      www.clearwire.com/
Holding      No Holding Details

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Executive Escalation Specialist

Position Overview:

Receive and respond to Clearwire customer inbound calls, emails and other mediums from Government Agencies, Clearwire leadership regarding escalated situations. Research and resolve in-depth escalated issues related to all areas of the business. Address issues and concerns in order to resolve a customer’s situation. Responsible for reporting and answering questions via internal chat support, inbound calls, reviewing and responding to customer escalation tickets, mailed correspondence, emailed escalations, faxed correspondence and provide regular feedback on product, service or policies.

Responsibilities:

• Handle escalated customer/market calls to resolve high-level Tech Support and Customer Service challenges.

• Ability to identify and track trends for customer or market Technical and Customer Service related issues.

• Provide proactive support for escalations as well as assist with Marketing initiatives

• Assist in creating, developing and implementing Technical Training, Reporting and Processes

• Provide leadership and continual direction to multiple teams in order to ensure successful build and implementation of our national customer service strategy and center.

• Support team members in problem solving to attain first call resolution. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction.

• Other duties as assigned.

Qualifications:

• Minimum two years working in a technical customer service environment.

• Demonstrated ability to effectively enhance interactions between customer support teams and other internal customers and support groups Advanced Software & PC knowledge (Windows, MAC etc.) and Internet knowledge (HTML, IRC etc.) skills.

• Experience in networking and hardware.

• Ability to work in a fast-paced, change oriented environment.

• Experience with developing and implementing technical training.

• Positive attitude with strong desire to work towards customer satisfaction.

• Superior interpersonal, oral and written communications skills.

• Ability to make quick decisions by using sound judgment.

• Demonstrated leadership skills with ability to work with and mentor partners.

• Ability to work extended/flexible hours, including weekends, and travel occasionally.

• Must be eligible to work in the United States

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

not provided

Contact Name:

not provided

Job Duration:

not provided

Phone:

866-877-3066

Email:

levy@clearwire.com.

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