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Technical Support Specialist
2 months ago
Focus Services is seeking a motivated and dependable Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to customers with internet, television, and phone services. You will also be responsible for creating accurate interaction notes within the call dispositioning system.
Key Responsibilities- Assist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.g., loss of dial tone, quality of service, telephone number porting).
- Drive customer issue(s) to resolution during the initial customer interaction.
- Manipulate multiple tools effectively and efficiently (e.g., Knowledge base, various tools that assist with issue diagnosis/resolution).
- Act as a product consultant, articulating appropriate product solutions, features, and benefits.
- Demonstrate awareness of company policies and procedures, utilize sound judgment, and remain within scope of support.
- Follow guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
- High School Diploma or equivalent.
- Proficient in Microsoft Windows & Mac OS.
- Technical aptitude as it pertains to navigating multiple windows of information.
- 1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone or prior gaming experience.
- Strong typing and oral communication skills.
- Regular and prompt attendance during training and scheduled shifts.
- Requires flexibility to work evenings, weekends, holidays, overtime, and changes in shift depending on the needs of the business.
- Excellent base wage.
- Daily/Weekly/Monthly Contests and Prizes.
- Scholarship Opportunities.
- Performance Bonus.
- Employee Discounts.
- Company Social Events.
- On the Job & Continuation Training.
- Professional Development/Advancement Opportunities.
- Volunteer Assistance Program.
- Referral Programs.
Focus Services is an open call center layout that utilizes the latest technology and has a diverse and rewarding atmosphere. Our employees receive daily recognition and are rewarded with sales bonuses, raffle prizes, cookouts, company parties, and other social/family events.
