Technical Support Associate

2 weeks ago

Bismarck, North Dakota, United States Midco Rural Internet Full time

Customer Care Support Expert

Job Category: Customer Service - Call Center

Job Overview:

This position offers a work from home opportunity. Midco provides all necessary equipment and virtual training, enabling you to perform your duties from the comfort of your home. Enjoy complimentary Midco cable and internet as part of your employment benefits. Shift differentials are available, along with four weeks of comprehensive virtual training.

Key Responsibilities:

  • Engage with customers to diagnose and resolve issues related to phone, cable, and internet services.
  • Address customer inquiries and alleviate concerns regarding billing and service features.
  • Educate customers on available services and maintain positive relationships.
  • Accurately document customer interactions and transactions.
  • Prepare work orders for service-related issues, including service changes and troubleshooting calls.
  • Follow up with customers promptly to ensure satisfaction.
  • Assist Field Technicians by providing support during installation and service appointments.
  • Represent Midco professionally in all customer communications.
  • Participate in training sessions to enhance skills and meet customer demands.
  • Uphold ethical standards, confidentiality, and a positive customer service attitude.
  • Communicate effectively and professionally with all stakeholders.
  • Adhere to privacy guidelines to protect customer information.
  • Maintain regular attendance as required.

Additional Responsibilities:

  • Focus on delivering an exceptional customer experience daily.
  • Collaborate effectively with team members and support other departments.
  • Embrace the company’s mission, vision, and values.
  • Demonstrate a proactive, enthusiastic, and detail-oriented approach to work.
  • Exhibit strong problem-solving skills and good judgment.
  • Manage multiple tasks efficiently without compromising quality.
  • Foster a positive work environment through effective communication.
  • Identify and implement opportunities for improvement.
  • Comply with company policies and procedures.
  • Possess strong verbal and written communication skills.
  • Perform other duties as assigned.

Qualifications:

  • High school diploma or GED required; Associate's degree preferred.
  • Previous experience in customer service is essential.
  • Basic typing and email skills are necessary.
  • Comfortable with technology, including internet and applications.
  • Exceptional communication abilities are required.
  • Ability to thrive in a fast-paced work environment.

Work Environment:

  • Must be able to remain at the workstation for extended periods.
  • Position requires managing time-sensitive tasks to meet customer demands.
  • Frequent use of keyboard and mouse with repetitive movements.
  • Willingness to work beyond 40 hours per week as needed.
  • Shifts may include evenings, weekends, and holidays based on business needs.

About Midco:

  • Enjoy complimentary Midco internet and cable TV.
  • Participate in community service and volunteer opportunities.
  • Benefit from a generous 401(k) match and paid time off programs.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.

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