Network Support Specialist
4 weeks ago
Job Summary:
GCI is seeking a skilled Network Support Specialist to provide exceptional technical support to customers experiencing technical events via calls, email, and chat. The ideal candidate will have a strong understanding of network technical support and be able to troubleshoot complex issues in a timely manner.
Key Responsibilities:
- Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or email in an efficient and professional timely manner.
- Follow established procedures, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.
- Monitor and respond to network alerts, working as the customer's advocate.
- Coordinate maintenance and installation activities that may impact services; detect, act upon, and track all problems.
- Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support.
Requirements:
- High School diploma or equivalent.
- Minimum of two (2) years of experience in a customer service or call center environment.
- Excellent verbal and written communication skills.
- Exceptional customer service skills.
- Ability to work independently and as a member of a team.
- Knowledge and operating skills in legacy and mainstream operating systems.
About Us:
GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets.
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