This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing support as a Senior-CCO Support, fully versed in all contact center specialties. - Assist current employees with product, order, and technical issues as the first point of contact for questions. - Handle first level escalations and special needs customers, passing high-level escalations to next level support or Supervisor as necessary. - Follow escalations through to resolution and provide final follow-up to customers. - Gather information and work with Regulatory on all PSC Complaint responses. - Supplement formal HR training with initial and continuous on-the-job training to agents. - Monitor internal problem orders/customers by working with other departments to ensure progress in resolving issues. - Identify and report to Supervisors any emerging trends or gaps in training, communication, and team needs. - Monitor and reply to social media and customer email boxes. Qualifications - 1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services. - 6+ months of experience in a CRM. - 6+ months of experience in handling escalated situations. - Must follow the TDS attendance guidelines to meet business needs. - Ability to travel as business needs dictate. - Experience working with escalated customer issues and problem resolution. - Understanding of the telecommunication and/or cable industry. - Understanding of telecommunication and/or cable products and services. - Excellent interpersonal communication skills (i.e., verbal, written, listening). - High-level sales skills support. - Problem-solving skills (i.e., customer complaints, business office issues). - Customer-focused problem-solving skills. - Ability to work 1st/2nd Shift hours. - Ability to work overtime, per needs of the business. Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. - Medical Coverage - Dental Coverage - Vision Coverage - Life Insurance - 401(k) Plan - Generous Vacation & Paid Sick Leave - Seven Paid National Holidays & One Floating Holiday - Paid Parental Leave (6 weeks after 12 months of employment) - Adoption & Surrogacy Assistance - Employee Assistance & Wellness Programs - Short-Term & Long-Term Disability (for associates working 30 or more hours per week) - TDS Service Discounts (for associates working 30 or more hours per week) - Education Assistance (for associates working 30 or more hours per week) - Paid Volunteer Time (for associates working 30 or more hours per week)

• Help develop Customer Support processes for a rapidly growing organization and team • Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner • Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary • Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary • Provide feedback and analysis to our internal product development team on enhancements & improvements for the product • Help develop regular website/application, adoption, usage, and customer support metrics & analytics • Help manage our internal Knowledge Base & Production documentation collateral • Identify and suggest process improvements to improve customer experience

• Accountable for resolving service issues affecting customer experience • Knowledge & working experience of WAN / LAN networking including software-defined networks and cloud networking in AWS/GCP/Azure • Support, maintain & improve customer experience • Resolve or escalate incidents/problems/SR per established procedures • Responsible for tracking and progress-chasing of incidents to conclusion & in-line with SLA and quality standards

• End-to-end issue analysis: You analyze complex cases across all layers. You understand the interplay between databases, interfaces and automated pricing to develop pragmatic solutions. • Configuration & hands-on support: You use our admin tools and database queries to independently correct misconfigurations or clean data. You fix minor code issues directly in the codebase. For larger issues, you prepare the information so precisely that our engineering team can start resolving them immediately. • Process design & scaling: You optimize the workflows between Support and Engineering. You systematically identify ways we can scale more efficiently through automation and improved internal tools. • Bridging the gap: You act as the translator between customer needs and technical reality. You can explain to hoteliers why the system behaves as it does while delivering precise bug reports to our developers. • Technical roadmap & planning: You serve as a technical filter. You prioritize internal requests within our task planning (e.g., Kanban) and ensure the most important initiatives are implemented.