Customer Care Specialist- Contractor

TPI Global (formerly Tech Providers, Inc.)

Atlanta, GA
1 day ago

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

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

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

Customer Care Specialist- Contractor

TPI Global (formerly Tech Providers, Inc.)

Highlights

Numbers & Facts

Description

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