Technical Experience Representative

3 weeks ago

New Knoxville, Ohio, United States Schurz Communications Full time
Job Title: Technical Experience Representative

Job Summary:

We are seeking a skilled Technical Experience Representative to join our team at Schurz Communications. As a Technical Experience Representative, you will be responsible for providing exceptional customer care for our technical services. You will have the opportunity to develop a robust skill set by troubleshooting problems, diagnosing the root cause, and offering solutions to internet, phone, and video issues.

Key Responsibilities:

* Answer the Help Desk phones in a courteous and friendly manner and follow the procedures as outlined.
* Assist customers in their homes with any technical support issues.
* Enter the calls in Help Desk tracking software, including detailed information.
* Respond to customer-generated tickets and email support requests.
* Maintain an appropriate and professional image of the company through demeanor and interactions with customers always.
* Assist with walk-in customers with various technical service issues, including personal device use.
* Provide support for internet, video, and phone services.

Requirements:

* Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation.
* Ability to analyze, identify, prioritize, and solve problems is required.
* Good customer relations and communication skills are required.
* Able to use and troubleshoot basic problems on various personal electronic devices.
* Ability to work within a team-based structure while giving unparalleled customer support.

Preferred Qualifications:

* Familiarity with PCs is important; familiarity with Macs is a plus.
* Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
* Understanding of networking terms.
* Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
* A+ certification is a plus.

Benefits:

* Family Medical (3 plans to choose from), Dental, and Vision.
* Company-funded HSA.
* Company-paid Short Term Disability.
* Company-paid Long Term Disability with Voluntary option.
* Company-paid Parental Leave.
* Company-paid Life, as well as Voluntary policies.
* 401(k) with generous company match.
* Paid Time Off.
* Volunteer Paid Time Off.
* Paid Holidays.

About Schurz Communications:

We are an award-winning company and team. We believe in giving back to the community and want our employees to have the opportunity to do so. We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go to Schurz Communications and its subsidiaries strategic objectives:

* We will attract, invest in, communicate with, and retain top talent.
* We will innovate, partner, experiment, and create a better future together.
* We strive to continuously improve operating performance to ensure sustained growth.
* We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is:

* Regularly required to talk and hear.
* Required to use hands to type, handle objects, and paperwork.
* Required to use close vision and be able to focus.

The employee generally works in an indoor office environment.

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