Advanced ISP Support Technician

2 weeks ago

Cedar Rapids, United States TEKsystems Full time

Advanced ISP Support Technician

100% remote

*must reside within 90 miles of Cedar Rapids, IA

 Technical

  • Cable, Modem, Internet
  • Phone, Email & Web Chat Support
  • Networking & Telecommunications
  • Troubleshooting
  • Ticketing System

Overview

This position is the step before the Help Desk Analyst title, but will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1-month training portion.

The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video.

Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process.

Duties

  • Provide world-class external, customer support for an Internet Service Provider within a 24x7x365 environment.
  • Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
  • Manage volume of 50-75 tickets, per 8-hour shift.
  • Learn and support 50+ client accounts, as well as navigate computer systems unique to each member.
  • Assist customers in diagnosing voice, data, video, and connectivity issues.
  • Answer questions and provide solutions that ensure an optimal customer experience.
  • Troubleshoot internet, cable, and modems for business and residential customers.
  • Document and record phone calls within multiple ticketing systems.
  • Provide backup assistance for other Technical Support Representatives.
  • Call hopping and call avoidance are monitored heavily.
  • Daily attendance is monitored and only 1 absence per month is allowed during the first few months.

Nice to Have

  • 2 year or 4 year Education
  • 6+ months of Technical experience (Internship, Tech Support, Help Desk, Service Desk, etc)
  • 1 year Call Center experience

Start Date & Equipment

  • Start Date September 16
  • Orientation takes place the week of September 9
  • Equipment pick-up is the week of September 9
  • You will need to maintain your own internet connection
  • If your home internet goes down, you will need a backup plan to maintain good standing

Shift

  • Candidates will choose an early, middle or late 2nd shift schedule
  • 40-hour workweek, 5-work days, 2-off days
  • 8-hour shift, 1-hour lunch
  • Once schedule is chosen, candidates will not be able to change
  • Early-2nd shift (10am-7pm)
  • Middle-2nd shift (12pm-9pm)
  • Late-2nd shift (3pm-12am)
  • 2 days off per week, not consecutive
  • Will work 1 Saturday or 1 Sunday per week

Environment

  • Work from home, must have reliable internet, childcare, and minimal distractions.
  • Your remote, work-from-home address must remain within 90 miles of a corporate office.
  • It is required for your home office to be hardwired into your internet.
  • Wi-Fi or hotspots will not be accepted.
  • Performance Evaluation.
  • Attendance Evaluation.

*Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following: 

  • Medical, dental & vision 
  • Critical Illness, Accident, and Hospital 
  • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents) 
  • Short and long-term disability 
  • Health Spending Account (HSA) 
  • Transportation benefits 
  • Employee Assistance Program 
  • Time Off/Leave (PTO, Vacation or Sick Leave) 
About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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