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Technical Support Specialist

2 months ago

Bristol, United States Point Broadband Full time

Title:Technical Support Specialist - Work At HomeLocation:Bristol, VA**AT POINT BROADBAND WE IMPROVE LIVES THROUGH FIBER TECHNOLOGY. IF YOU ARE SELF-MOTIVATED TO ACHIEVE EXCELLENCE AND YOU TAKE PRIDE IN HELPING OTHERS - OUR MISSION TO DELIVER SUPERIOR FIBER-BASED BROADBAND SOLUTIONS TO SMALL TOWN USA AND RURAL AMERICA, WITH A FOCUS ON COMMUNITY, AND BEST IN CLASS CUSTOMER SERVICE STARTS WITH YOU.**

**OPPORTUNITY**

In this role, the successful candidate will possess excellent interpersonal / communication skills and enjoy proactive problem solving with a sense of urgency. Self-discipline, the ability to work independently, and utilize strong technical skills while quickly learning new concepts in a fast-paced environment is critical to being successful in this role. If you enjoy building relationships and demonstrate a commitment to our core values, this is a great opportunity to use your skills to promote positive success in your life while helping others - - all while earning a great income. Become part of dedicated team of professionals who flourish and thrive on success

**POSITION OBJECTIVE:** * ****Promote and comply with the Point Broadband Value System.****

* ****Promote Point Broadband products and services over the telephone and to walk-in customers. Responsible for providing exceptional customer service.****

* ****Respond to customer requests via telephone, email and chat communication channels****

* ****Troubleshoot and resolve customer service outages and problems in an effective manner.****

* ****Work with other team members to coordinate response to network disruptions, including gathering information by contacting customers****

* ****Respond to customer inquiries, complaints and other requests for information regarding Point Broadband services, billing, and payment arrangements.****

* ****A successful employee in this position has the opportunity to obtain the position of Network Support Specialist II after meeting experience, knowledge and performance requirements.****

* ****Responsible for responding to requests from Point Broadband customers for all services offered****

* ****Responsible for opening, updating and closing trouble tickets to track customer requests and issues****

* ****Responsible for troubleshooting customer issues and attempting to resolve them****

* ****Responsible for escalating discovered outages or abnormal network conditions following established escalation chain****

* ****Responsible for striving to provide first touch resolution****

* ****Responsible for providing exceptional customer service****

* ****Responsible for meeting individual performance metrics designed to ensure exceptional customer service and support****

* ****Responsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the companys customers is threatened or restoral of service is required.****