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Technical Support Specialist
4 weeks ago
Job Summary:
The Technical Support Specialist is responsible for providing technical support, issue resolution and training to our customers.
Duties/Responsibilities:
- Maintain a working knowledge of our Broadband operation and provide technical support to users. Work with various departments to complete customer requests or resolve trouble.
- Provide technical support and issue resolution via e-mail, phone, and other web- based tools.
- Facilitate the completion of customer requests in a timely manner, Complete prompt call backs, follow up calls to ensure the customer is satisfied and other important communications.
- Provide clear, concise, and accurate written and verbal communications to customers.
- Identify, screen and document customer problems. Initiate trouble tickets within the system and document customer resolution.
- Utilize notes and logs from prior customer interactions to proactively identify persistent issues and escalate when appropriate.
- Operate as an effective team member; Collaborate with other team members to assist customers, identify bugs, and suggest feature enhancements.
- Always displays a professional demeanor, both with customers and co-workers.
- Adapt to changing priorities, learn to adopt new technology and continue implementing process improvement methods.
- Performs other related duties as assigned
Competencies:
- Exposure to telecommunications in general. This may include prior telecom work experience or other technical support services.
- Proficient in the use of PC desktop computers including the expertise with commonly available software such as Word and Excel.
- Calix experience is preferred.
- Ability to focus on the user experience and decipher, communicate, timeline and create solutions.
- Ability to adapt changing priorities and learn new technology
- Ability to research customer accounts, synthesize and articulate information.
- Possess exceptional written and verbal skills supporting the ability to decipher, assemble, present and act as a communicator of technical information.
- Execute in a detail-oriented manner, accurately and with articulation in respective areas of responsibility.
- Comfortable with wearing a headset and general expertise with operating a desktop computer.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to pass pre-employment screenings (Drug and Background)
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