NineStar Connect - Support Center Technician

Wabash Valley Power Alliance • Mccordsville, IN

1d

About The Position

Are you passionate about technology and helping people by providing outstanding customer service? Join NineStar Connect as a Support Center Technician and make a real difference in the community! You will deliver telephone, email, and click-to-chat technical support for phone, dial-up, TV, and broadband internet customers. Your role will include troubleshooting, answering questions, resolving service issues, and processing customer information with a focus on delivering exceptional service for our members and call-partners.

Requirements

• Strong knowledge of company services, products, and procedures.
• Hands-on experience with computer hardware troubleshooting (break/fix).
• Familiarity with internet protocols, email clients, web browsers, and TCP/IP networking.
• Proficiency in Microsoft products (Windows, Outlook, etc.).
• Excellent written and verbal communication skills.
• Ability to multi-task and manage competing priorities in a fast-paced environment.
• A customer-focused attitude with a dedication to problem-solving.
• High school diploma required.

Nice To Haves

• Technology-related certifications preferred.
• Previous experience in telecommunications or technical support is a plus.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for a variety of service issues including email, web authentication, loss of service, power outages, and other related concerns via phone, email, and chat.
• Accurately create, update, and close trouble tickets while collaborating with internal departments to track, dispatch, and resolve customer issues.
• Process pre-installation service orders to ensure a seamless experience for new customers.
• Monitor outage and alarm boards, ticketing systems, and cameras to address service interruptions in a timely manner.
• Assist customers with processing payments, upgrading plans for faster speeds, and signing up for new services to enhance their overall experience.
• Occasionally provide field support or engage with customers face-to-face to offer on-site troubleshooting and assistance.

Benefits

• At NineStar Connect we offer a competitive array of benefits that include medical, dental, and vision insurance, 401k matching, paid parental leave, short term disability, long term disability, and life insurance along with profit sharing and various service discounts.
• We offer a variety of wellness programs with paid incentives as well as on-site fitness centers available at each office location.
• We value employees that have a desire to learn and provide reimbursement funds for continuing education. We’re also committed to in-house training and ongoing development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED