Technical Support Representative

August 31

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Connecting Communities... For What Comes Next.

Internet • Fiber Internet • Gigabit Internet • Fiberoptic Cabling

501 - 1000

💰 Grant on 2023-04

Description

• Clearly documenting all calls via our trouble ticketing system. • Communicating complex technical issues to customers in an easy-to-understand manner. • Respond professionally and proficiently to customers. • Perform customer call backs as appropriate and small business customer support. • Proactively monitor all in-service systems and respond to major events appropriately. • Ability to work in a fast-paced environment and multi-task proficiently. • Answer incoming customer repair calls. • Be the first point of contact for our customers concerning technical / small business account support. • Troubleshoot with customers. • Troubleshoot Wi-Fi and VoIP related issues. • New installation setup – data and/or voice. • Resolve customer complaints of any type. • Ability to navigate a number of systems for outside plant, customer management, back-office support, etc. • Ability to resolve order issues and handle escalations.

Requirements

• Post-secondary education in a related field or equivalent work experience preferred. • Proficiency in the use of Microsoft Office applications. • Strong project management and organizational skills are essential. • Excellent interpersonal, relationship, and communication skills (written and oral). • Understanding of network technology industry and terminology.