Technical Support Specialist
1 week ago
We are seeking a highly skilled Technical Support Agent to join our team at Matanuska Telephone Association. As a Technical Support Agent, you will be the primary point of contact for customer issues and inquiries, providing advanced support for network troubleshooting, scheduling, and managing network outages.
Key Responsibilities- Provide professional, courteous, and accurate support to customers via telephone, email, and other communication methods.
- Document, communicate, analyze, and troubleshoot reported problems, determining proper solutions and guiding customers through corrective actions.
- Monitor, follow up, and communicate information to customers as appropriate.
- Provide coaching, training, guidance, and mentoring for new hire agents to develop skills and effectively support customers.
- Support and review Wi-Fi issues in customer premises, utilizing tools to mitigate service issues with MTA.
- Provide managed support, troubleshooting, and service configurations for MTA equipment and external customer-owned devices.
- Enter, assign, and monitor issues in the online Trouble Ticket System, maintaining customer account integrity.
- Maintain a high level of familiarity with constantly evolving MTA products and services to analyze, troubleshoot, and sales processes.
- Support all Field Support Technicians and refer unresolved service issues to the Business/Field Dispatch Triage team.
- Provide input for updating the Support Center information and knowledge database.
- Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems).
- Monitor trends of incoming calls and recognize, analyze, and report any geographical or service-specific outages, providing status updates to appropriate work groups.
- High School Diploma or GED required; IT Degree preferred.
- MTA Helpdesk, ITF, A+, Net+, MCP, MCSE, or CCNA Certification preferred.
- At least six months of experience in a Support Center environment, with advanced knowledge of networking and personal computing devices.
- Ability to type 45 words per minute highly desirable.
- Past System Administration experience strongly desired.
- Strong analytical and problem-solving skills, with ability to analyze and troubleshoot customer problems via telephone, chat, email, or other venues.
- Ability to maintain knowledge of current industry standards and keep up with new technology.
- Ability to communicate professionally, accurately, and effectively, both verbally and in writing.
- Ability to understand and respond to user questions in an effective and courteous manner.
- Ability to convey technical procedures and directions in layman's terms.
- Ability to multi-task in a high-stress working environment while remaining fluid to the demands of customers and internal agents.
- Ability to work and excel in a team environment.
Matanuska Telephone Association offers competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request. Qualified individuals should apply online.
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