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Customer Support Technician
2 months ago
Position Summary: The Customer Support Technician plays a vital role in assisting clients and internal teams across all service areas of i3 Broadband. This position is responsible for delivering technical assistance to both residential and business customers, addressing inquiries, resolving issues, and ensuring a seamless experience with i3 Broadband's offerings.
Key Responsibilities:- Respond to customer inquiries efficiently through various communication methods.
- Keep accurate and current records of customer interactions.
- Work collaboratively with team members and other departments to ensure exceptional customer service.
- Provide assistance via email and phone, following up on customer inquiries to ensure satisfaction.
- Utilize the ticketing system to document all customer interactions, including requests for support and the steps taken to resolve them.
- Guide customers in troubleshooting equipment provided by i3 Broadband and offer basic home networking support.
- Refer complex issues to Tier 2 support as necessary, ensuring effective communication of critical information to enhance team performance.
- Participate in the on-call rotation as scheduled, being prepared to address technical issues as they arise.
- Ability to thrive in a fast-paced environment while maintaining attention to detail and quality.
- Curiosity and analytical skills with a strong interest in technology.
- Commitment to delivering excellent customer satisfaction.
- Exceptional verbal and written communication skills, exhibiting a friendly and professional demeanor.
- Proficiency in computer use with a solid understanding of consumer electronics.
- Capability to navigate multiple screens to gather and record necessary information for resolving customer inquiries.
- Ability to work independently while maintaining confidentiality.
- Strong organizational skills to manage and prioritize daily tasks.
- Excellent documentation skills, with the ability to create clear and comprehensive technical instructions.
- Detail-oriented and able to work effectively as part of a team.
- Availability to work occasional evenings, weekends, and holidays as required.
- Willingness to learn, accept feedback, and adhere to i3 standards.
- No prior experience required; however, previous customer service or IT support experience is preferred.
- High School diploma or GED.
- Must possess a clean driving record and pass a criminal background check.
- Ability to sit at a desk for extended periods, working on a computer for up to 8 hours daily.
- Effective oral and written communication skills.
- Capability to operate standard office equipment such as computers, copy machines, and telephones.
i3 Broadband is committed to fostering a diverse workplace that respects all individuals. We ensure fair treatment for customers, employees, and applicants, without regard to gender, race, age, or any other protected characteristics. Our hiring decisions are based on qualifications, merit, and business needs.
