Senior Customer Service Specialist

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    "description_html": "<p><strong>Position Overview</strong></p><p><br></p><p>At GSM Outdoors, our Wireless customers with 5+ cameras represent some of our most valuable and brand-loyal users. The Senior Customer Success Specialist will be responsible for delivering elevated customer service and technical support while actively protecting subscription revenue and customer lifetime value.</p><p><br></p><p>This role blends advanced troubleshooting expertise with strategic retention skills. You will manage high-value accounts, resolve complex technical concerns, and lead save conversations when customers request cancellations, credits, or plan reductions.</p><p><br></p><p>This is not Tier 1 support — this is ownership-level service.</p><p>&nbsp;&nbsp;</p><p><strong>Key Responsibilities:</strong></p><p><br></p><p><strong>VIP Account Management</strong></p><ul><li>Serve as primary escalation contact for multi-device customers</li><li>Provide white-glove service to high-value accounts</li><li>Review account history and proactively identify friction points</li><li>Monitor device performance trends and subscription utilization</li><li>Troubleshoot cellular trail cameras, app functionality, firmware, and connectivity issues</li><li>Diagnosing signal strength, data transmission, SD card performance, battery consumption, and firmware conflicts, Support customers managing 5+ active devices</li><li>Guide customers through advanced app navigation and subscription management</li><li>Document cases thoroughly for trend tracking and product feedback</li></ul><p><strong>Retention &amp; Revenue Protection</strong></p><ul><li>Lead save conversations when customers request cancellation or plan downgrades</li><li>Identify root causes (technical issues, billing concerns, hardware frustrations)</li><li>Apply structured retention strategies and objection-handling techniques</li><li>Offer appropriate solutions (troubleshooting, replacements, plan adjustments, education)</li><li>Protect recurring subscription revenue and reduce churn</li></ul><p><strong>Escalation &amp; Cross-Functional Collaboration</strong></p><ul><li>Partner with App Development, warehouse, and sales</li><li>Escalate firmware bugs or app defects with detailed documentation</li><li>Identify recurring issues impacting churn and communicate findings to leadership</li><li>Support Customer Service and Tier 1 agents with complex case resolution</li></ul><p><strong>Performance Metrics</strong></p><ul><li>Retention Save Rate</li><li>Multi-Device Account Satisfaction (CSAT)</li><li>First Call Resolution</li><li>Escalation Reduction Rate</li><li>Documentation Accuracy</li></ul><p><br></p>",
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      "description": "<p>Description</p><p><strong>Position Overview</strong></p><p><br/></p><p>At GSM Outdoors, our Wireless customers with 5+ cameras represent some of our most valuable and brand-loyal users. The Senior Customer Success Specialist will be responsible for delivering elevated customer service and technical support while actively protecting subscription revenue and customer lifetime value.</p><p><br/></p><p>This role blends advanced troubleshooting expertise with strategic retention skills. You will manage high-value accounts, resolve complex technical concerns, and lead save conversations when customers request cancellations, credits, or plan reductions.</p><p><br/></p><p>This is not Tier 1 support — this is ownership-level service.</p><p>  </p><p><strong>Key Responsibilities:</strong></p><p><br/></p><p><strong>VIP Account Management</strong></p><ul><li>Serve as primary escalation contact for multi-device customers</li><li>Provide white-glove service to high-value accounts</li><li>Review account history and proactively identify friction points</li><li>Monitor device performance trends and subscription utilization</li><li>Troubleshoot cellular trail cameras, app functionality, firmware, and connectivity issues</li><li>Diagnosing signal strength, data transmission, SD card performance, battery consumption, and firmware conflicts, Support customers managing 5+ active devices</li><li>Guide customers through advanced app navigation and subscription management</li><li>Document cases thoroughly for trend tracking and product feedback</li></ul><p><strong>Retention & Revenue Protection</strong></p><ul><li>Lead save conversations when customers request cancellation or plan downgrades</li><li>Identify root causes (technical issues, billing concerns, hardware frustrations)</li><li>Apply structured retention strategies and objection-handling techniques</li><li>Offer appropriate solutions (troubleshooting, replacements, plan adjustments, education)</li><li>Protect recurring subscription revenue and reduce churn</li></ul><p><strong>Escalation & Cross-Functional Collaboration</strong></p><ul><li>Partner with App Development, warehouse, and sales</li><li>Escalate firmware bugs or app defects with detailed documentation</li><li>Identify recurring issues impacting churn and communicate findings to leadership</li><li>Support Customer Service and Tier 1 agents with complex case resolution</li></ul><p><strong>Performance Metrics</strong></p><ul><li>Retention Save Rate</li><li>Multi-Device Account Satisfaction (CSAT)</li><li>First Call Resolution</li><li>Escalation Reduction Rate</li><li>Documentation Accuracy</li></ul><p><br/></p><p>Requirements</p><p> <strong>Required Experience:</strong></p><ul><li>3+ years of Customer Service experience, Wireless Technical Support, Tier 2, or VIP Retention Escalation Support</li><li>Experience supporting cellular devices, connected products</li><li>Proven success in retention or cancellation save environments</li><li>Strong technical troubleshooting skills</li><li>Ability to confidently navigate multiple systems simultaneously</li></ul><p><strong>Preferred Experience</strong></p><ul><li>Experience with cellular trail cameras or outdoor technology</li><li>Background in subscription-based platforms</li><li>Experience supporting app-based ecosystems</li><li>KPI-driven call center experience</li></ul>",
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