Service & Support Tech I

2 weeks ago

Tulsa, United States M Boone Full time

A family-owned group of telecom, broadband, wireless, and data center companies is looking for an Service & Support Technician I. Competitive benefits package includes company-paid health insurance and 401k with company match.

The Service & Support Group Technician I will assist with the day-to-day operations supporting end users and field technicians in telephone, DSL, and network operating systems. The Technician will provide exceptional customer service in terms of quality, timeliness and assistance to potential and existing customers. Promote sale and use of the Companies' services and assist customers in maintaining services. Keep abreast of current and emerging technology and issues that are associated with these services.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Act as a point of contact for coordination of internet services and telephone.
  • Ability to assist end-user with customer specific settings in modems and routers, i.e., port-forwarding, wireless SSID and passwords, etc.
  • Ensures facility change or update documentation is properly forwarded to the respective department.
  • Identifies the source and resolves the problems while working with end-users via telephone, electronic mail and in person.
  • Understands the functionality of all end-users modems/routers provided by company.
  • Ensures the timely escalation of customer problems by documenting problem details and methods taken to resolve the problem, customer impacts, and assigning the appropriate severity levels.
  • Responsible for entering calls into a remedy ticketing system.
  • Researches and diagnoses technical questions, relaying answer or solution to user.
  • Creates and updates call-tracking system.
  • Documents and updates each call in system.
  • Acts as liaison between end-users, technical support staff, and management.
  • Assists with training and cross-training team members.
  • Customer premise equipment testing.
Other Skills and Abilities
  • Knowledge of basic electronics, specification sheets, and circuit diagrams.
  • Knowledge of company products and services
  • Knowledge of company policies and procedures


Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Any combination equivalent to the following experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be: three years of job/field related experience or an AA/AS or technical certification in Computer Information Systems, Management Information Systems, or Business.

Work Environment

The noise level in the work environment is usually moderate.

Location

Tulsa, OK

Department

SSG

Employment Type

Full-Time

Minimum Experience

Entry-level

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