Advanced ISP Support Technician

2 weeks ago

Cedar Rapids, United States TEKsystems Full time

Title: Advanced ISP Support Technician

Top Skills' Details:

-Windows Operating Systems

-Call Center- Customer Service

-Troubleshoot connection issues

Job Description:

Our client provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. Our client's 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. We are 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. Provide world-class customer support for our client's ISP partners within a 24x7x365 environment. Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies. Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Advanced ISP Technician: Candidates would essentially be considered a L4/Advanced Tech and sit there until x-training catches up and they eventually earn enough production/member points to be a Sr Tech. May take a bit longer but they will be making more in base wages and monthly incentive out of the gate.

Criteria for the agents in the class:

  1. Must have a minimum of 2 years call center experience, AND
  2. 1 year of helpdesk/technical support experience, AND
  3. A minimum of an associate's degree (2-yr)

Primary Responsibilities:

-Answer inbound technical support phone calls, chats and emails related to our client’s ISP partners.

-Consult with customers and provide additional solution in the form of up-selling our client’s products and services.

-Troubleshoot voice, data, video and connection issues for customers.

-Identify, troubleshoot and assist customers with voice, data, video and connection issues.

-Answer customer service related questions.

-Track and record each phone call and provide a detailed description of the call.

-Provide backup assistance for other Technical Support Representatives.

Schedule:

-4 month contract-to-hire

-Shifts will be a mixture of first and second shift hours. All schedules after training require working on either a Saturday or a Sunday or both Sat/Sun with two days off back-to-back during the week. The majority of the day schedules work both Sat & Sun.

Benefits:

-Opportunity to earn up to $250 monthly in bonuses

-Payouts will be based on 5 Key performance indicators. AHT (Average handle time), Schedule Adherence, QA scores, Attendance and Ticket Errors.

-QA and Attendance to be weighted heavier.

-Permanent employees they can submit the following for a $.50 cent increase for each certification but capped at $1.00 (A+, Net+, CCNA, Security+)

-Medical, Dental and Vision would take in effect on the 1st of the month after they become NRTC employees.

-401K after 3 full months of employment on NRTC’s payroll (with company matching)

-15 days of PTO per year with an 80 hour roll over

-Once on direct payroll, they can sign up for overtime.

100% remote, must be local to one of the following locations:

-Cedar Rapids, IA

-Huntsville, AL

-Raleigh, NC

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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