Technical Support Representative

Summary

As a Technical Support Representative, you will be the initial point of contact for customers with questions about their fiber-based voice, data and/or video services.

Responsibilities

Actively listen to each customer with patience and courtesy.

Build customer relationships – earn their loyalty and trust by being polite and helpful.

Use your communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications.

Use your troubleshooting and problem-solving skills to come up with solutions for Home Network Equipment and Home Jack and Wiring Support.

Issue maintenance-initiated change orders.

Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status.

Dispatch trouble reports and service orders to outside installation and repair forces.

Maintain service order and trouble report status in various databases.

Negotiate dates, times and access arrangements to resolve customer service order fallout and trouble reports.

Operate a computer and wear a headset while sitting at a workstation for an extended period of time.

Qualifications

Experience working with customers on the phone to isolate and resolve problems at a customer location.

Knowledge of communication networking components such as routers, LAN topology, Ethernet and network interface cards.

Knowledge of Microsoft Windows and PC hardware and software.

Availability to work evenings, weekends, holidays and overtime as needed .

Required Skills & Experience

Computer Hardware / Software

LAN/WAN Configuration

Preferred Qualifications:
Experience solving customer’s problems in a call center.

Demonstrated ability to perform more than one function while speaking with a customer.

A two-year degree, relevant experience and/or below certifications:

ACHDS (Apple Certified Helpdesk Specialist)

ACTC (Apple Certified Technician Coordinator

A+

Network+

INet +

HTI+ (Home Technology Integration Plus)

MCP (Windows 98, XP, 2000, 2003, Windows Security)

MCSE

Microsoft Certification

Cisco Certified Network Associate

Salary Information Weekly Rate: $419.50 – $1407.00

Additional Information

Hours: Rotating schedule to support 24/7 operation. Overtime may be required as needed by the business

Test(s) Required

VZ Test for Customer Service

Computer & Internet Know Test

Fiber Cust Support Analyst SI

Test Preview Test Previews

Equal Employment Opportunity

We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.