Customer Success Representative

About GTT:


We empower business with networking expertise, technology, and security to build a better tomorrow. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking security and managed services. For more information on GTT, please visit

www.gtt.net




Job Description:


The Customer Support Representative (CSR) role is a key component of GTT’s effort to ensure that everything we do is focused on our customers. The CSR builds an understanding of the customer’s priorities and assures that they are receiving the value they expect. The CSR serves as a customer guide, helping them navigate through their customer journey. If challenges arise, the CSR advocates for the customer to ensure internal alignment and complete resolution. As a CSR, you will support a pool assigned base of customers, be the voice of your customers within the organization, helping to escalate customer issues and track resolution. You will assure effective communication and partnership with your customers



Job Scope/Supervision:


This role will support a large base of customers and you will team with other CSRs to manage the incoming requests/issues as well as the proactive motions we want to achieve in this base to ensure retention



Duties and Responsibilities:

• Introduce customer to client portal, and overview of key processes.


• Act as part of team that provides on demand support to client base


• Client First attitude and actions, first touch sets the impression


• Manage multiple priorities, customer requests, or projects


• Manages to expected SLAs and drives first time resolution


• Serve as a point of contact for the customer, responding to client concerns, questions and helping to direct issues to the appropriate internal teams when needed and following up to ensure closure.


• Partner with Operations, Delivery and Finance to ensure status updates are provided to the customer and issues are resolved.


• Escalation Management.


• Provide administrative support in relation to tracking and retaining correct data in GTT systems like start of billing dates, contracts, inventory.


• Assist in research to customer billing disputes, if necessary


• Assist with various types of requested reporting


• Track and drive EOL activities, follow up/communication, order progression


• Assist on queries related to service renewals


• Identify opportunities for sales and ensure clean handoff


• Understanding customer objectives and ability to help them see shared success/goals


• Requirement to identify gaps in process and documentation, working together as a team to ensure alignment and consistency in our customers experience


• Additional duties as assigned

Required Experience/Qualifications:

• College degree or 2-3 years professional level experience in a customer facing role


• Experience in collaborating through effective communications


• An ability to learn processes quickly and align to required SLAs


• Effective and confident decision-making skills


• Excellent written and verbal English communication skills

Desirable Experience/Qualifications:

• Resourceful problem solving, organized and process-oriented


• Ability to work in a fast paced, dynamic, and structured environment


• A good understanding of software and technology solutions


• Ability to convey complicated ideas to technical and nontechnical audiences


• Analytical thinking


• Understanding if customers are a good fit for our products and services


• An extraordinary understanding of customer service, success, and inbound marketing standard methodologies


• Adapts well to change


• Additional Language Fluency a plus

Hours/Travel/Shift:


Standard business hours M-F, no travel



Physical Job Requirements:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job


• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


• While performing the duties of this job, the employee is regularly required to be independently mobile


• The employee is also required to interact with a computer and communicate with peers and co-workers


• Extended periods of time doing computer-based work


• While performing the duties of this job, the employee is regularly required to be independently mobile

Core Competencies:

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.


• Initiative: Being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.


• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.


• Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.


• Performance Management: Knowledge of successful performance management techniques; ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.


• Team Management: Knowledge of effective team building techniques; ability to form and manage effective teams.


• Client Relationship Management: Knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients.

Universal Competencies:

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.


• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.


• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

Salary Range: 50,000 - 65,000 depends on skills, experience and education



EEO Statement


GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training



GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge



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