Ting Care Advisor 1

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