Job Description
Job Description
SUMMARY
Responsible for troubleshooting and resolving internet, voice and email problems for residential and business customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
- Serve as the primary point of contact for incoming calls to Technical Support and any emails requests.
- Provide one call resolution for Internet, Managed services and voice issues.
- Create/update any trouble tickets for any technical issues and (if needed) escalate to Level 2 for further investigation.
- Maintain compliance to all relevant OSHA, safety or departmental specific standards as directed by supervisor.
- Other duties may be assigned.
EDUCATION and/or EXPERIENCE
Technical background, customer service in a call center environment is desired. An ideal candidate is knowledgeable in Microsoft’s Windows operating systems and basic networking. High school diploma or GED required. Associates Degree or technical certification is a plus.
Must have valid Driver's License and insurable record.
Must pass pre-employment drug screen, physical and background checks.
OTHER SKILLS AND ABILITIES
- Must be self-starter.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Must be able to work with little or no supervisory assistance.
- Ability to work in a team environment.
- Proficient keyboarding is highly desired (40 WPM.)
- Candidates must be able to work a monthly rotating shift (Monday – Sunday, 6 A.M.-Midnight), including holidays.
- Bilingual (English/Spanish) is preferred to provide quality service to customers.