Ting Care Advisor I

Job Title: Ting Care Advisor I 

Department/Group: Ting – Care Department 

Reports to: Manager Customer Operations & Project Management 

Classification: Part-time (hourly) non-exempt 

Role and Responsibilities 

As Care Advisor I, you are the first point of contact for Ting’s fiber Internet and Mobile customers, providing real-time assistance across billing, service sign-up, order fulfillment, and basic technical support. You’ll ensure a seamless customer experience by resolving common issues on first contact, handling inbound inquiries with empathy, and helping customers maximize the value of Ting’s services. This role is critical in delivering a positive first impression and minimizing support friction. 

Key Responsibilities 

• Respond to inbound calls from customers, delivering clear and efficient assistance on billing, orders, and service usage. 

• Process payments, issue billing corrections, and assist with plan updates using internal tools. 

• Enter and track service orders and installation appointments; follow up to ensure completion.  

• Troubleshoot common service and connectivity issues using guided workflows, including Wi-Fi and routers. 

• Guide customers through account access and the use of self-service tools. 

• Escalate unresolved or complex issues to the Tier 2 team with clear case documentation. 

• Accurately log all interactions and actions in internal CRM and ticketing systems. 

Competencies 

• Communication skills 

• • Written and verbal 

• Drive for results 

• • Customer focus 

• Interpersonal Savvy 

• • Active listening 

• • Empathy 

• • Composure 

• • Conflict Management 

• Problem solving 

• Attention to detail 

• Multitasking 

• • Learning on the fly 

• Integrity and Trust 

• Technical knowledge and learning 

• • Basic understanding of customer account management, internet service concepts, and troubleshooting logic 

• • Comfort with basic device and networking and connectivity support 

• • Familiarity with scheduling, CRM systems, or guided support tools 

• • Excellent typing skills 

• • Technical knowledge of Mac operating system and Google Suite applications 

Qualifications and Education Requirements 

• Currently enrolled college student or UMRFV employee 

• Prior experience in telecommunications, ISP, or customer service highly preferred 

• Bilingual (English/Spanish) is a plus