Customer Success Technical Support Associate I

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.A Day in the Life of the Customer Success Technical Support Associate I:Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.Where you will work:This is a hybrid role based in Astound's Seattle SoDo, WA office.A Day in the Life of the Customer Success Technical Support Associate I:Collaborate with the CST team to define and achieve team objectives and key results (OKRs).Provide outstanding customer service and support to Astound customers within this specific product line.Effectively communicate and explain benefits of target products to best match customer needs.Take ownership of customer issues reported and see problems through to resolution.Answer inbound phone calls, respond to emails or other customer communication streams regarding products, sales and billing inquiries.Research, diagnose, document, troubleshoot and identify solutions to resolve customer issues.Resolves problems on the first contact, with a minimum of transfers, by consistently improving personal technical knowledge and understanding.Follow team defined procedures for proper escalation of unresolved issues to the appropriate internal resources.Provide prompt and accurate feedback to customers, team members, and leadership.Maintain a high degree of knowledge about products Astound provides in specific regions, working with customers to ensure the most applicable product is recommended to best serve their needs.Provide support during the enrollment process, process service changes and disconnects and provide trouble call assistance according to departmental policies and procedures.Conduct audits exerci

Created: 2026-02-13