Customer & Panel Support

Antiguo Cuscatlan, La Libertad, El Salvador
Full Time
Mid Level

Please note: this is an on-site position based in Antiguo Cuscatlan, La Libertad, El Salvador. Only Salvadoran applicants will be accepted.

GENERAL DESCRIPTION OF POSITION 
 OSI aims to help our TVision company find a panelist support who can provide a successful service to our customers.  
Our “panel” is the set of people who have our attention-monitoring equipment installed in their home, and the Panelist Success Specialist will ensure all panelists are provided with a friendly, consistent, and best-in-class experience as participants in the TVision Viewership Study. Working in conjunction with the rest of the Panel Ops team you will manage compliance, conduct troubleshooting, and effectively resolve support tickets and inquiries through multiple channels, including email, incoming and outgoing telephone calls, and ticket platforms. 

This role will effectively communicate escalations, feedback, and document results in our CRM (Customer Relationship Management software) system and to relevant internal stakeholders to enhance overall Panel Operations success.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Work directly with TVision Panelists on a variety of support needs including ensuring facilitating onboarding, compliance, troubleshooting, and resolving support tickets. 

  • Complete outbound communication with panelists focusing on compliance and troubleshooting tied directly to Panel Ops success metrics 

  • Document all correspondence, results, escalations and panelist feedback in CRM 

  • Manage a high daily completion rate of calls and ticket correspondence 

  • Ensure all support tickets are resolved in a timely fashion and track progress and provide updates on escalations back to panelists 

  • Complete setup configuration on deployed devices including verification and household follow-ups as necessary 

  • Complete general admin tasks related to the onboarding and decommission of panelists 

  • Compile learnings, insights, and trends based on communication to help establish more efficient processes 
     

REQUIREMENTS AND QUALIFICATIONS  

  • 1 -2 years’ experience of proven track record of high-level customer service and basic technical troubleshooting capabilities on inbound/outbound calls  

  • Excellent telephone presence  

  • Effective teamwork skills and inclination towards working as part of a team 

  • Experience with call tracking or customer support platforms 

  • Strong communication skills, both written and verbal 

  • Adaptability and comfort with changing requirements and a fast-paced startup environment 

QUALIFICATIONS  

  • Critical Thinker  

  • Organized and Detailed- Oriented  

  • Reliable and proactive  

  • Excellent interpersonal relationships 

AMAZING BENEFITS WE'VE GOT FOR YOU:

  • Life and Medical Insurance
  • Office Schedules (weekends off)
  • Benefits by law
  • Hiring Bonus
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