Starry Expert (Full Time)

Starry is proud to be an Equal Opportunity workplace. Just like the internet service we provide, we do not discriminate. We welcome people from all over the world to share their knowledge and perspectives. At Starry, you can discover the many careers and opportunities that are made possible when you connect people to the limitless possibilities of the internet. Our mission focuses on two things. First, we’re making the experience of accessing the internet simple, transparent, and delightful. Second, we’re bringing that experience to underserved communities around the world. We approach our mission with a cutting-edge wireless technology, customer service designed to delight, and a culture of innovation and intellectual curiosity.

What you’ll do:

This position is a full-time, remote role; however, you must be based in one of the following states: California, Colorado, Delaware, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Tennessee, Texas, Virginia, or Washington DC

Shifts needed:

10am - 6pm, Eastern Potentially 8am-4pm, 10am-6pm, or other midday shifts, Eastern Weekend availability required

• As a Starry Expert, you’ll be responsible for managing customer-initiated and proactive support interactions with Starry Internet customers.
• Respond to customer phone calls, emails, and live chats related to Starry Internet signup, features, and advanced networking settings.
• Assist customers with scheduling, rescheduling, and canceling appointments
• Support customers with account-related questions (promo codes, plan changes, billing, credits, transfers, cancellations)
• Identify, investigate, and resolve issues on the home WiFi network (offline, service disruption, frequent disconnections, slow speeds, basic device support)
• Retain customers requesting to cancel due to service or other issues
• Escalate technical and non-technical issues through appropriate channels

Follow up with customers to ensure satisfaction and issue resolution

Who we’re looking for:

• You have excellent customer service skills, including effective empathy, excellent call control, and clear, concise verbal and written communication.
• You have previous contact center experience, successfully handling moderate to high call volume in addition to tickets.
• You work quickly, independently, and with great attention to detail.
• You are committed to providing a consistently high level of support, going above and beyond in each interaction you have with a Starry customer.
• You care deeply about representing our brand and leaving a positive impression with the customers you support.
• You have strong analytical and organizational skills.

You are:

Results-driven: enjoy setting challenges and smashing through them; has demonstrated success in previous endeavors Autonomous: self-motivated, scrappy, and able to deal with the ambiguity typical of an early-stage company Emotionally intelligent: empathetic; strong communicator; genuinely interested in human behavior; enjoys collaborating with a team Curious: embraces all opportunities to learn from peers and mentors, always looking for ways to do something better Creative: energized by new problems to solve; always coming up with new ideas and looking for ways to implement them

Qualifications:

1+ years of help desk or troubleshooting customer service experience working with hardware, complex technical services, or for a SaaS company or an IT environment 1+ years of call center or contact center experience dealing with moderate to high call volume Ability to work from home in a quiet, dedicated space Bonus Points if… You've worked at an Internet Service Provider and constantly wanted to tear all the systems you used apart and build something better You're familiar with Zendesk Previous remote work experience

• You are a bilingual Spanish, Korean, or Russian speaker.
• The starting rate for this position is $19/hourly.

Starry values providing prospective employees with a fair chance to pursue opportunities. We will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of any applicable Fair Chance ordinance. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.