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Technical Support Agent

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Northwood, Ohio, United States BCI Full time
ABOUT BUCKEYE BROADBAND

Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600+ employees are committed to excellence and innovation, and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:
  • Competitive Pay
  • Comprehensive Health Benefits
  • 401K Retirement Savings
  • Paid Time Off
  • Discounted Cable and Internet (Within Service Area)
  • Career Development
  • Wellness & Fitness Programs
  • Community Involvement Opportunities
COMPANY: Buckeye Broadband

JOB TITLE: Brainiac - Tier 1

DEPARTMENT: Brainiac Queue

LOCATION: Northwood, OH

JOB SUMMARY
  • The Brainiac - Tier 1 is responsible for the first call resolution and troubleshooting of Buckeye's voice, video, and data products as well as basic Brainiac subscriber calls.
  • The Brainiac - Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac -Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time.
  • The Brainiac -Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel.
  • The Brainiac - Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.
  • The Brainiac - Tier 1 reports directly to the Supervisor, Brainiacs. There are no direct reports to this position.
  • The Brainiac - Tier 1 interfaces with the following departments within the Company:
ESSENTIAL JOB FUNCTIONS

The Brainiac - Tier 1 is accountable for the following:
  • Providing unaided first-call resolution to the customer's and field personnel's technical questions by:
    • Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned;
    • Providing troubleshooting and support to the customers and contract field personnel requests that are within skill proficiencies, Company policies, and department procedures;
    • Servicing customers efficiently and thoroughly in a positive manner as outlined by the Brainiacs Technical Support Management Team;
    • Handling basic Brainiac subscriber calls needing help with non-Buckeye products such as password resets, 3rd email assistance and email client troubleshooting, OTT help, 3rd party networking and setup with a Smart TV or Game Counsel;
    • Taking a customer's payment over the phone;
    • Forwarding all requests or problems beyond their skill level to the appropriate area of the Company;
    • Suggesting upgrades of service to our customers and implementing such changes;
    • Solving all customer problems and achieving a 95% First Call Resolution on a continuous basis;
    • Accurately creating 100 % of trouble tickets and/or service orders for customers when needed;
    • Warm transferring of every call that is outside of their skill proficiency, unless there are calls in queue, and then they would need to inform the customer of the hold time;
    • Meeting the standards of performance established by management for their job description;
    • Proper use of all equipment and services assigned to a Brainiac -Tier 1 workstations and the department;
  • Developing their personal skills and knowledge to a level of Brainiac - Tier 2 by:
    • Attendance and participation in all training sessions, meetings, and coaching sessions as assigned;
    • Working towards the successful completion of annual personal, department, and company goals;
    • Meeting the standards set forth by the management of Customer Operations;
    • Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager;
  • Keeping the department neat and organized;
  • Ensuring the confidentiality of all customer information;
  • Actively promoting the sale and retention of the Company's services to our customers and co-workers;
  • Performing outbound calling assignments when assigned by the department supervisor;
  • Actively pursuing the unauthorized use of our cable services;
  • Properly noting and coding ALL account interactions;
  • Accurately recording time sheets and notifying a supervisor of all deviations to their scheduled work shift;
  • Helping to create an atmosphere of positive teamwork, cultural change, and employee relations;
  • Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing all other duties as deemed necessary and within the guidelines of the department goals.
JOB REQUIREMENTS

Education and Experience
  • High School Diploma/GED - required
  • Certify within 18 months to be a Brainiac - Tier 2required
  • Previous experience in a Help Desk environment - preferred
  • Knowledge of cable modem/hybrid fiber-coax network architecture - preferred
  • Knowledge of telephone system terms and equipment - preferred
  • Knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols - preferred
  • Previous experience with electronic video equipment - preferred
Core Competencies
  • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable;
  • Agile - Embraces change; adaptable and flexible; sense of urgency;
  • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict;
  • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
Other Skills/Requirements
  • Knowledge and experience with Microsoft Office programs;
  • Background record that meets Company standards;
  • Reliable means of transportation at all times;
  • Present professional appearance and demeanor;
  • Punctuality and good attendance;
  • Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so.
PHYSICAL DEMANDS

May require walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 20 lbs. is occasionally needed.

WORKING CONDITIONS
  • The Brainiac - Tier 1 is a non-exempt position. The working hours may vary to accommodate the needs of the department and may require nights, weekends and/or holidays.
  • Overtime may be required and must be approved in advance by the supervisor.
  • The Company is a drug-free workplace. All employees are required to adhere to the Company's drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
  • The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
  • The Brainiac - Tier 1 works in a competitive environment, and as such works to consistently present a positive, proactive meeting of customer needs.
USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

Buckeye Broadband is an Equal Opportunity Employer (EOE)