About Underline

Underline starts with our people.

At Underline, we've rapidly built a culture around ownership, trust, community, and innovation. Underline is dedicated to cultivating a growth environment where people feel valued, work with a purpose of mission, are personally rewarded, and are professionally challenged.

Are you ready to join this team and transform American communities?

Underline was founded in 2019 with a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure in a socially equitable manner. We work with American communities to design, finance, and construct open access fiber-optic networks. These networks are critical to secure internet access that’s fast, affordable, and fair. As open access networks, this infrastructure is also the essential foundation for distributed healthcare services, new wireless solutions, and resilient infrastructure including modernized water systems and responsible energy creation. Our first two projects are in Colorado Springs and Fountain, Colorado.

About this Position

As a Client Success Representative reporting to the Client Success Team Lead in office in Colorado Springs, CO. You must be passionate about working closely with our clients to find solutions that maximize their satisfaction on an Underline network. You will be the voice of Underline to all clients, as well as the voice of the client when issues arise and improvements can be made. We are learning every day and we are the tip of the spear for improvements!

You are adept at finding creative and efficient ways to work through complex client inquiries and solve problems. You have excellent communication skills and are comfortable conversing with clients across a number of channels, including over the phone. You have superior organization skills and are comfortable managing your own time. You also have a mind to be flexible as we are still building processes and pivoting to support our clients.

Does this sound like you?

• Excellent written and verbal communication skills in both English and Spanish
• Ability to think on your feet, we are still building processes and not everything is established
• Ability to collaborate in a team environment, as well as work as an independent contributor
• Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
• A can-do attitude and amazing problem solving skills

What you'd be doing:

• Answer incoming client emails, calls, and chats regarding billing issues, product problems, service questions, technical troubleshooting of client equipment, and general client concerns.
• Perform basic and advanced troubleshooting of client hardware and software issues, including network connectivity, device configuration, and performance issues related to client equipment (routers, modems, etc.).
• Guide clients through diagnostic steps to identify problems with their equipment and resolve issues when possible, including resetting, configuring, or updating devices.
• Investigate client issues in various business systems, and when not able to resolve the issue directly, work with other departments, such as engineering and network operations, to resolve complex technical problems.
• Coordinate and dispatch technical service teams for on-site support when issues cannot be resolved remotely. Ensure all relevant information, including troubleshooting steps and equipment status, is clearly communicated to the field technicians.
• Work with installation partners to schedule, monitor, and confirm appointments for client installations, upgrades, or repairs. Ensure that installations are completed to the highest standards and that any post-installation issues are quickly addressed.
• Escalate unresolved technical issues to appropriate teams while ensuring a clear and detailed explanation of the troubleshooting steps already taken.
• Identify trends heard from clients by logging and tagging issues, and then reporting trends with as much data as you can provide, including recurring technical issues or hardware failures.
• Take the extra mile to engage clients and become their advocate within the business.
• Work to establish a positive rapport with every client interaction and maintain a high level of professionalism with clients, even when dealing with technical difficulties or scheduling on-site support.

Experience we require:

• 1+ years experience in client service or client facing roles.
• Bilingual - Spanish/English Speaking
• Consistently meet or exceed productivity, quality, and client satisfaction goals

Bonus points:

• Telecom, networking, or troubleshooting experience
• Experience using ZenDesk, or ServiceNow

Pay: From $20.00 per hour

Benefits:

• AD&D insurance
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person