Highlights
The ideal contractor is customer-centric, demonstrates excellent verbal and written communication skills, and excels at identifying root causes and guiding customers through effective troubleshooting. We at the Atlanta Journal-Constitution are embarking on a journey to transform a storied,156-year-old newspaper into the most essential and engaging source of news and information for the people of Atlanta, Georgia, and the South.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Computer/IT Services |
| Company Size | 1 to 9 employees |
| Year Founded | 2016 |
| Website | https://www.shglobalsolutions.com |
Description
Description: Job Title:
Customer Care Specialist- Contractor
Location: Atlanta, GA
Team: Customer Experience
Reports to: Senior Manager of Customer Experience
Our Journey & Purpose
We at the Atlanta Journal-Constitution are embarking on a journey to transform a storied,156-year-old newspaper into the most essential and engaging source of news and information for the people of Atlanta, Georgia, and the South. Our subscribers—ranging from individual retail users to large-scale enterprise partners—are at the heart of everything we do. As we transform from a traditional print newspaper to a leading digital media organization, our focus remains on informing, inspiring, and empowering the community. We are committed to serving future generations with high-quality, essential and engaging journalism that adapts to the rapidly changing media landscape.
About the Role
We are seeking a resourceful, detail-oriented Customer Care Specialist to deliver white-glove support to our digital subscribers through phone, email, and live chat. The ideal contractor is customer-centric, demonstrates excellent verbal and written communication skills, and excels at identifying root causes and guiding customers through effective troubleshooting.
The team you’ll join
The Customer Experience team is a cross-functional group united by a shared mission to put the customer at the heart of everything we do. Spanning Customer Care, Customer Success, and Audience Insights, we aim to elevate the voice of the customer to shape strategy, inspire innovation, and fuel meaningful connections. We champion a best-in-class customer experience to drive subscriber growth and power long-term retention
Responsibilities
Qualifications
Requirements
Customer Care Specialist- Contractor
Location: Atlanta, GA
Team: Customer Experience
Reports to: Senior Manager of Customer Experience
Our Journey & Purpose
We at the Atlanta Journal-Constitution are embarking on a journey to transform a storied,156-year-old newspaper into the most essential and engaging source of news and information for the people of Atlanta, Georgia, and the South. Our subscribers—ranging from individual retail users to large-scale enterprise partners—are at the heart of everything we do. As we transform from a traditional print newspaper to a leading digital media organization, our focus remains on informing, inspiring, and empowering the community. We are committed to serving future generations with high-quality, essential and engaging journalism that adapts to the rapidly changing media landscape.
About the Role
We are seeking a resourceful, detail-oriented Customer Care Specialist to deliver white-glove support to our digital subscribers through phone, email, and live chat. The ideal contractor is customer-centric, demonstrates excellent verbal and written communication skills, and excels at identifying root causes and guiding customers through effective troubleshooting.
The team you’ll join
The Customer Experience team is a cross-functional group united by a shared mission to put the customer at the heart of everything we do. Spanning Customer Care, Customer Success, and Audience Insights, we aim to elevate the voice of the customer to shape strategy, inspire innovation, and fuel meaningful connections. We champion a best-in-class customer experience to drive subscriber growth and power long-term retention
Responsibilities
- Provide timely, professional support to customers via phone, email, and live chat with a focus on first-contact resolution and high customer satisfaction.
- Assess customer inquiries, identify needs, and deliver accurate, effective solutions.
- Diagnose and troubleshoot technical and account-related issues, guiding customers through step-by-step resolutions.
- Educate subscribers on the full value and benefits of their subscription to maximize engagement and retention.
- Stay current on product features, services, and policy updates relevant to subscribers.
- Consistently meet or exceed performance metrics, including response time, resolution rate, quality assurance, and customer satisfaction scores.
Qualifications
- Excellent verbal and written communication skills with strong phone and email etiquette.
- Proven ability to build rapport and maintain positive relationships with customers.
- Strong teamwork and interpersonal skills that contribute to a collaborative environment.
- Ability to work independently, exercise sound judgment, and demonstrate reliable follow-through.
- General troubleshooting knowledge of iOS, Android, macOS, and Windows platforms.
- Consistently applies good judgment to deliver exceptional customer support.
Requirements
- High school diploma or GED equivalent.
- Minimum of 2 years of experience in a call center or customer-facing support role.
- Ability to speak, read, and write fluently and professionally in English.
- Availability to support hours of operation Monday to Friday, and occasional weekends.
- Requirements:Onsite will then transition to hybrid
About Company
SH Global Solutions is a certified Service Disabled Veteran Owned Small Business (SDVOSB) headquartered in Maryland. Established in 2016 to modernize commercial and government technology to mitigate cybersecurity threats and to secure data centers from increasingly more frequent cyber attacks, we specialize in providing Information Technology (IT) solutions and services to government and commercial organizations. Our core areas of core expertise are focused in:
● Datacenter consolidation/optimization - this includes designing, procuring, and installing turnkey secure, modern infrastructure solutions including scalable and modular systems
● Professional program and project management services for large and complex projects
● In-building wireless solutions to enable 5G technology and connect to the growing Internet of Things (IoT)
Our team is comprised of highly skilled and dedicated professionals, uniquely qualified in cutting-edge technology, and engineering, and in the rapid deployment and implementation of new technologies. Our CEO is a retired United States Air Force Colonel and entrepreneur with over 25 years supporting the DOD, US Government agencies, and NATO worldwide.
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