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Technical Support Specialist

2 months ago

Palmer, Massachusetts, United States Matanuska Telephone Association Full time
Technical Support Agent Job Description

We are seeking a highly skilled Technical Support Agent to join our team at Matanuska Telephone Association. As a Technical Support Agent, you will be the primary point of contact for customer issues and inquiries, providing advanced support for network troubleshooting, scheduling, and managing network outages.

Key Responsibilities:
  • Provide professional, courteous, and accurate support to customers via phone, email, and other communication methods.
  • Document, communicate, analyze, and troubleshoot reported problems, determining proper solutions and guiding customers through corrective actions.
  • Monitor, follow up, and communicate information to customers as appropriate.
  • Support and review Wi-Fi issues in customer premises, utilizing 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, maintaining customer account integrity.
  • Stay up-to-date with constantly evolving MTA products and services to analyze, troubleshoot, and sell 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 recognize, analyze, and report any geographical or service-specific outages.
Requirements:
  • High School Diploma or GED required.
  • IT Degree preferred.
  • MTA Helpdesk, ITF, A+, Net+, MCP, MCSE, or CCNA Certification preferred.
  • Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices.
  • Ability to type 45 words per minute highly desirable.
  • Past System Administration experience strongly desired.
  • Strong analytical and problem-solving skills.
  • Ability to analyze and troubleshoot customer problems via phone, chat, email, or other venues.
  • Ability to maintain knowledge of current industry standards and keep up with new technology.
  • Ability to communicate professionally, accurately, and effectively, both verbally and in writing.
  • Ability to understand and respond to user questions in an effective and courteous manner.
  • Ability to convey technical procedures and directions in layman's terms.
  • Ability to multi-task in a high-stress working environment while remaining fluid to the demands of our customers and internal agents.
  • Ability to work and excel in a team environment.

Compensation: Full-time, hourly wage.