Technical Support Technician
About The Position
The Technical Support Technician will support residential and business customers with their Internet, Phone, and TV service, via troubleshooting. This position requires knowledge of telecommunications and technology. This person will respond to technical support requests and perform initial problem identification and analysis of customer equipment (ONTs and routers). They will also capture detailed problem analysis and resolution plans in the customer billing system. This is a fast-paced environment, and all interactions should be responded to in an efficient and effective manner.
Requirements
- High School Diploma or GED required
- Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities.
- Skill in operating various office equipment such as personal computer and telephone systems.
- Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.
- Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.
Nice To Haves
- A+ Certification is Preferred
- Inbound Call Center and Troubleshooting experience preferred
- Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred
- Previous inbound call center experience, preferred.
Responsibilities
- Respond to live customer inquiries via phone and email
- Determine the scope of customer issues in an effective and professional manner
- Effectively resolve customer issues timely
- Properly document all customer interactions
- Represent GoNetspeed professionally and ethically
- Maintain a high level of customer satisfaction with focus on first call resolution and remote diagnosis
- Work incoming trouble tickets received, providing outbound customer communication, as necessary
- Provide troubleshooting on customer equipment while rebuilding and provisioning
- Complete router troubleshooting and setups
- Provide voice service troubleshooting and reset voicemail passwords
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
