Network Support Representative I (STX)

Job Title

Network Support Representative I

Department

Service Center

Location

St. Croix, USVI

Reports to

Service Center Supervisor

Grade: U5

Job Code: UB0561

Type of position:

Full-time

Union

Hours___ 40 ___ / week (Overtime as required)

Non-exempt

JOB SUMMARY

The Network Support Representative I is responsible for delivering service and support to external and internal end-user customers in a fast paced call center environment. Interact with customers to provide and process information in response to inquiries, concerns, and status of the customer service. You will listen, then analyze, troubleshoot and resolve technical issues for voice, internet or CATV installation and connection issues. You will troubleshoot client’s equipment or simply educate customers. In the event the issue cannot be resolved, you would escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call.

QUALIFICATIONS OR PREREQUISITES

Duties and responsibilities include but are not limited to the following:

• Answer incoming customer trouble calls
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Keep accurate records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Enter trouble ticket information including the correct fault code, priority, and other critical information.
• Arrange for necessary repairs to restore service and schedules (as required).
• Interact with other departments to facilitate the completion of service and/or repair orders.
• Record and update service logs based on the work performed.
• Research required information using available resources.
• Follow standard processing procedures
• Identify and escalate priority issues per standard procedures.
• Redirect problems to the appropriate resource.
• Accurately process and record call transactions via company databases.
• Other related duties as assigned

REQUIREMENTS, KNOWLEDGE, SKILLS AND ABILITIES

• Multi-tasking
• Proper phone etiquette
• Ability to speak and write clearly and accurately, demonstrated proficiency in typing and grammar
• Effective Listening skills
• Willingness to co-operate with others and work to the greater good

EDUCATION REQUIREMENTS

• HS diploma or equivalent

TECHNICAL REQUIREMENTS

• Basic Computer & Networking Skills, Working Knowledge and use of Microsoft Office

CERTIFICATION REQUIREMENTS

• N/A

TRAINING REQUIREMENTS

• Customer Service Training

PHYSICAL REQUIREMENTS

• Close visual acuity to analyze and transcribe data;
• Ability to communicate orally and exchange information; ability to communicate over a telephone device; ability to visually detect problems
• Sitting for long periods of time, regularly talking and hearing, standing, reaching with arms
• Ability to wear a headset
• Ability to speak clearly
• Moderate noise level

TRAVEL REQUIREMENTS

• N/A

OTHER REQUIREMENTS

• Ability to work on a schedule including weekends
• Exemplary Attendance and Punctuality