Technical Support Specialist

2 weeks ago


Leesburg, Virginia, United States All Points Broadband Full time

Technical Support Specialist (ISP/Telecom)

This is a full-time role, and the selected candidate will be entitled to benefits available to current employees of similar rank and tenure, including company-sponsored health insurance.

Full-time employment is considered at-will and necessitates agreement to a proprietary information and inventions agreement as well as a nondisclosure agreement.

Professional references must be provided for the company to contact.

The candidate must meet the company's hiring criteria for pre-employment screening, which includes a criminal background check, fitness for duty assessment, and MVR check.

Employment Details:

Compensation:

Compensation is based on experience and qualifications.

Position Overview:

Under general supervision in an inbound call center environment, Technical Support Specialists will deliver technical and network problem resolution to users, which may include customers or company field technicians. This will involve performing a diagnostic inquiry while guiding users through step-by-step solutions. Solutions may encompass, but are not limited to, resolving username and password issues, verifying proper hardware and software configurations, power cycling equipment, confirming billing details, and troubleshooting connectivity challenges. Support will be provided by clearly articulating technical solutions in a user-friendly and professional manner.

Technical Support Specialists may occasionally liaise with company field technicians during customer installations or service calls.

Key Responsibilities:

  • Engage with customers to provide and process information in response to inquiries, concerns, and requests regarding products and services.
  • Collaborate with the company's field technicians as remote technical support.
  • Collect customer information and assess the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical hardware and software issues related to internet connectivity or email clients.
  • Research necessary information using available resources and adhere to standard processes and procedures.
  • Accurately document and record call transactions using designated tracking software.
  • Organize thoughts and communicate oral messages suitable for listeners and situations.
  • Follow up and make scheduled callbacks to customers when necessary.

Skills, Knowledge, & Qualifications:

  • Exemplary phone etiquette; demonstrated proficiency in typing and grammar.
  • Ability to learn relevant software applications and equipment.
  • Understanding of customer service principles and practices.
  • Ability to identify and comprehend issues, problems, and opportunities; compare data from various sources to draw conclusions; utilize effective approaches for selecting a course of action or developing suitable solutions; and take action consistent with available facts, constraints, and probable outcomes.
  • Effectively manage interactions in challenging situations, employing appropriate interpersonal styles and methods to alleviate tension or conflict.
  • Possess, acquire, and maintain the technical and professional expertise necessary to perform the job effectively and create effective customer solutions. This expertise is demonstrated through problem-solving, applying technical knowledge, and managing products and services within the functional area.
  • Must be able to sit for extended periods; the position requires the use of a headset and microphone.


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