Customer Support Specialist

2 weeks ago

Palmer, Alaska, United States Matanuska Telephone Association Full time
Customer Support Specialist

We are looking for a skilled Customer Support Specialist to join our team.

Key Responsibilities:

In a dynamic call center setting, the Customer Support Specialist will be the first point of contact for client inquiries and issues, particularly focusing on intricate problem-solving related to MTA Internet services, including DSL, email, totalWiFi, and MTA Shield.

This role involves advanced network troubleshooting, managing service interruptions, and coordinating with various departments while providing support for a diverse range of corporate and customer-owned devices.

Customer Support Specialists will efficiently schedule and assist Field Support Technicians to enhance productivity. They will also serve as the main communication link between customers, the Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other relevant departments.

This position is accountable for assisting clients, delivering information, achieving objectives, and managing the administrative aspects of each customer interaction. It ensures a timely process for receiving, controlling, tracking, and resolving customer issues, which includes problem identification, research, isolation, product and service recommendations, resolution/sale, and follow-up.


Specific Duties:

Provide professional, courteous, prompt, and precise support to clients. Document, communicate, analyze, and troubleshoot reported issues. Identify appropriate solutions and guide clients through corrective measures. Respond to user inquiries via various communication methods.

Offer coaching, training, and mentorship to new agents to enhance their skills and effectively support our clientele.

Address and review any Wi-Fi concerns at customer locations and employ tools to resolve service issues with MTA.

Deliver managed support, troubleshooting, and service configurations for MTA equipment and external customer-owned devices.

Utilize a variety of MTA's application tools and procedures to analyze and resolve customer and network issues, including remote desktop support.

Enter, assign, and monitor issues in the online Trouble Ticket System while ensuring customer account integrity.

Maintain a comprehensive understanding of MTA's evolving products and services to facilitate analysis, troubleshooting, and sales processes.

Support all Field Support Technicians and refer unresolved service issues to the Business/Field Dispatch Triage team.

Contribute to the enhancement of the Support Center information and knowledge database.

Identify email issues, resolve suspensions, and coordinate efforts with contracted email service providers. After resolving issues, review, research, and recommend actions for customer credit requests.

Monitor trends in incoming calls, quickly recognize, analyze, and report any geographical or service-specific outages, providing timely status updates to relevant teams.

Exhibit a professional demeanor at all company events.

Perform additional duties as assigned.


Required Qualifications:
Education:

High School Diploma or GED required. IT Degree preferred. MTA Helpdesk, ITF, A+, Net+, MCP, MCSE, or CCNA Certification preferred.


Work Experience:

Six months of experience in a Support Center environment preferred. Candidates may be considered based on significant offsetting characteristics, such as past accomplishments, experience, education, or potential.


Job Qualifications (Knowledge, Skills, Abilities):

Must be 18 years or older. Minimum six months of Internet and PC experience with advanced knowledge of networking and personal computing devices. Strong understanding of computer systems and related peripheral equipment.

Ability to type 45 words per minute is highly desirable. Previous System Administration experience is strongly preferred.

Strong analytical and problem-solving skills. Ability to analyze and troubleshoot customer issues via telephone, chat, email, or other channels.

Ability to maintain knowledge of current industry standards and keep up with new technology. Excellent communication skills, both verbal and written.

Ability to convey technical procedures in layman's terms. Capacity to multi-task in a high-stress environment while adapting to customer and internal agent demands.

Ability to work effectively in a team environment. Advanced knowledge of supported operating systems and personal computer operations, including proficiency in Microsoft Office and other software programs.

Understanding of Internet threats and networking protocols. Respect for the diverse backgrounds of the customer base.

Must pass an abilities assessment within 90 days of hire and obtain necessary certifications within specified timeframes.


Employment Type:
Full-Time

Compensation Type:
Hourly Wage

Matanuska Telephone Association is an Equal Opportunity Employer, offering competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request.

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