Listener Care Product Specialist (Job #1228)

Job Description:
Duties & Responsibilities

Assist VIP subscribers such as analysts and CEO's with product questions.
Test new radio hardware acting as an XM subscriber to identify hardware or software issues.
Assist in input of data in relation to product issues.
Document any issues and provide detail to the departmental manager or XM engineering group.
Review hardware problem reports identifying trends with either the call center process, hardware or software.
Handles and resolves incoming calls from key XM VIPS in the Financial, Business, Political or Entertainment industry.
Reports any VIP subscriber issues to the department manager.
Act as a subject matter expert in the design and testing of all current and new XM products to develop call center methods and procedures
Analyze trend data around service problems or questions frequently asked on an as needed basis.
Could require shift work and possible travel to a call center locations.
Other duties as assigned


Education and/or Experience

Minimum of a high school diploma, Bachelors degree preferred
Minimum of 2 years of experience in a technical support roll in either broadband, cellular or satellite television.
Experience in technical installation and testing of audio equipment in lieu of customer support experience.
Financial analysis or experience creating Excel spreadsheets preferred
Beginner to intermediate user of Microsoft office tools
Demonstrated analytical skills
Technical writing experience preferred but not required


Supervisory Responsibilities

This position has no fixed supervisory responsibilities


General Skills

Good public speaking and presentation skills
Interpersonal skills and ability to interact and work with staff at all levels
Excellent written and oral communication skills
Ability to work independently and in a team environment
Ability to pay attention to details and be organized
Ability to project a professional image over the phone and in person
Commitment to ?internal client? and customer service principles
Ability to handle multiple tasks in a fast paced environment
Willingness to take initiative and to follow through on projects


Computer Skills

Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)


Equal Opportunity/Affirmative Action Employer M/F/V/D

Searchable Keywords: Listener Care Product Specialist (Job #1228) / gj-mo

Minimum Education Required: High School

Years of Experience Required: At Least 3 Years

Expected Travel Time: None