The Technical Support Technician will be responsiblefor answering inbound support calls, chats, or emails, from customers who may be experiencing technical difficulties or need to make service changes or payments with their Internet, Cable TV, Cellular Phones, and Local service, or who may need assistance or direction regarding other company products or services. Provide troubleshooting, resolution, referral or escalation for each customer by using diagnostic tests and other procedures to analyze and solve technical issues. Responsible for completing outbound follow up calls as assigned. Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience. Must reach and sustain pre-defined call handling and sales goals on a weekly/monthly basis.
Essential Duties of the Technical Support Technician:
Provide customers with technical and product education support inquiries by verbally communicating, e-mail, chat or in writing of company service products in a professional and efficient manner.
Perform basic troubleshooting and testing of products and services to resolution.
Troubleshoot hardware and service problems and facilitate support calls as necessary to include but not limited to assisting technicians in delivering and resolving customer installations and trouble calls.
Meet sales goals established by management.
- Cross-train within other sub-groups to strengthen network, telephony, and computer related technical skills.
Knowledge, Skills and Ability:
Familiarity with telecommunications or other technical products.
Knowledge or experience resolving device issues.
Active listening and problem-solving skills.
Ability to multi-task with a high degree of accuracy and a strong degree of problem-solving skills required.
Demonstrate ability to work and communicate well with others in a team environment.
Excellent verbal, written, and telephone communication skills and the ability to explain technical information to a broad customer base.
Ability to exercise sound decision and critical thinking skills.
Ability to work in a potentially stressful environment where timeframes are significantly shortened required.
Knowledgeable in operating multiple Microsoft applications i.e. Word, Excel, Access, and Outlook.
Demonstrate skills in understanding telecommunications industry; Internet, LAN/WAN or telephony technologies.
This is an entry level position within the Technical Support field and will support senior teams; will develop the ability to understand, support and resolve basic technical issues. Works under close supervision.
Physical Requirements: Ability to perform sedentary work; physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions; clarity of vision to see near, mid-range, and color; ability to lift and carry up to 50 pounds following company safety procedures, however less weight more often.
Working Conditions: Work is performed at company’s business location in an open spaced office environment with minimal privacy. Work schedule is 40-hour workweek and requires flexibility in hours, weekend and holiday work, after hour on call duties and occasional travel. Subject to Shift rotation schedule.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. You will be requested to provide an emergency after hours contact numbers.
- Six months of experience in a technical customer service or call center environment; college courses in a technical field or Telecommunications industry may substitute for the experience.
- High School diploma or equivalent required.
- Associate degree in Computer Science, or related field preferred; or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Comparable degree work can contribute to year for year of experience.
- Certifications: Industry specific certifications are highly valued and may contribute toward education.
- Driving Requirements (if applicable): Must possess and maintain a valid driver’s license, proof of insurance, and a satisfactory driving record.
EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.