Technical Support Professional
5 days ago
We believe in the power of connectivity, providing fast and reliable Internet to our communities. Our team is the key to our vision of connecting communities for today and tomorrow.
Job OverviewThis role will be a key position within our Network Operations Center, responsible for Level I and II troubleshooting and technical assistance in areas such as Wi-Fi, PON Networks, Internet, and VoIP.
Job Responsibilities- Provide clear documentation of all calls via our trouble ticketing system.
- Communicate complex technical issues to customers in an easy-to-understand manner.
- Respond professionally and proficiently to customers.
- Perform customer call backs as appropriate and small business customer support.
- Proactively monitor in-service systems and respond to major events appropriately.
- Ability to work in a fast-paced environment and multi-task proficiently.
- Answer incoming customer repair calls.
- Be the first point of contact for customers concerning technical/small business account support.
- Troubleshoot with customers.
- Troubleshoot Wi-Fi and VoIP related issues.
- New installation setup – data and/or voice.
- Resolve customer complaints of any type.
- Ability to navigate various systems for outside plant, customer management, back-office support, etc.
- Ability to resolve order issues and handle escalations.
- Post-secondary education in a related field or equivalent work experience preferred.
- Proficiency in Microsoft Office applications.
- Strong project management and organizational skills are essential.
- Excellent interpersonal, relationship, and communication skills (written and oral).
- Understanding of network technology industry and terminology.
$21-$25 per hour based on experience.
Benefits- 401(k) plan with company matching.
- Dental insurance.
- Employee assistance program.
- Employee discount.
- Flexible spending account.
- Health insurance.
- Health savings account.
- Life insurance.
- Paid time off.
- Referral program.
- Vision insurance.
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