Technical Support Specialist

2 weeks ago


Palmer, Alaska, United States Matanuska Telecom Association Full time
Technical Support Agent

We are seeking a highly skilled Technical Support Agent to join our team at Matanuska Telecom Association. As a Technical Support Agent, you will serve as the primary point of contact for customer issues and inquiries, providing expert support and resolution for complex problems related to MTA Internet services, including DSL, email, totalWiFi, and MTA Shield.

Key Responsibilities:
  • Provide professional, courteous, and accurate support to customers via phone, email, web, or other communication methods.
  • Document, communicate, analyze, and troubleshoot reported problems to determine proper solutions and guide customers through corrective actions.
  • Monitor, follow up, and communicate information to customers as appropriate.
  • Coach, train, and mentor new hire agents to develop skills and effectively support customers.
  • Support and review Wi-Fi issues in customer premises and utilize tools to mitigate service issues with MTA.
  • Provide managed support, troubleshooting, and service configurations for MTA equipment and external customer-owned devices.
  • Enter, assign, and monitor issues in the online Trouble Ticket System while maintaining customer account integrity.
  • Maintain a high level of familiarity with constantly evolving MTA products and services to allow for analysis, troubleshooting, and sales processes.
  • Support all Field Support Technicians and refer unresolved service issues to the Business/Field Dispatch Triage team.
  • Provide input for updating the Support Center information and knowledge database.
  • Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems).
  • Monitor trends of incoming calls and quickly recognize, analyze, and report any geographical or service-specific outages.
  • Provide a professional demeanor at all company events.

This is a challenging and rewarding role that requires strong technical skills, excellent communication skills, and a passion for delivering exceptional customer service. If you are a motivated and detail-oriented individual who is passionate about technology and customer support, we encourage you to apply for this exciting opportunity.



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