Pre Sales Advisors

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

• Retention for prospect customers wishing to cancel their order.
• Outbound SAV queue.
• Field Technician cancellation calls.
• Rescheduling service orders for prospect customers.
• Review stage code orders to educate customers on installation status.
• Partner with dispatch or assignment to move pending orders forward.
• Modify pending orders to upgrade or downgrade speeds.
• Modify pending orders to add or remove features.
• Review drop status.
• Modify home/email address for prospect customers.
• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Educate the customer's support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Be able to identify customer's concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.

• Excellent English communication skills.
• Advanced problem-solving skills and effectively communicate with customers and work groups.
• Preferably can communicate with customers at various technical levels using common terms.
• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
• Ability to multi-task and have organizational skills.
• Ability to work under pressure in a positive culture.
• Willingness to work in a Technical/Retention account environment.
• Must display excellent customer service and retention ability.
• Strong attention to detail and the ability to follow directions.
• Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.
• Strong outgoing personality and great work ethic.
• Flexible work hours and availability for day, evening, night, weekend, and holiday.
• Must be willing to go through pre-employment background and medical assessments.

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC's, Routers, Multiplexers, Bridges and Switches. Etc).
• Good understanding of PC components and functionality.
• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
• Hardware and Software troubleshooting skills.
• Familiar with software installation.

• Experience in sales/retention and customer service is a requirement; must be able to execute basic sales skills in a high performance environment.
• Minimum of 1 year experience in the Call Center environment.
• Technical Support experience in a Telco program is a plus.
• Familiarity with Business to Business interactions is an advantage.
• Completed Senior High School or its equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.

Full Potential Solutions