Technical Support Representative - #305626

Position Summary: The Technical Support Representative works in our 24/7/365 technical support call center assisting subscribers with questions and troubleshooting for their Internet and Voice Services. This position will have daily interaction with troubleshooting and documenting FTTH network hardware and software platforms such as Calix GPON and supporting systems, routers, switches, access equipment, and voice platforms.

Ideal Candidate: The ideal candidate has a passion for providing enthusiastic services for the members of the cooperative. This person is comfortable working in an office environment and has a desire to identify and resolve problems proactively. The ideal candidate is passionate about communicating information and recognizes that documentation is a key element for team success. This person must also believe in continuous learning and improvement in oneself and knowledge to meet the needs of the ever-changing technological landscape.

Essential Duties And Responsibilities

• Responsible for the observance and enforcement of CEMC safety rules, procedures, safety policies, and bulletins.
• Provide first call support to members regarding issues related to services offered by Cumberland Connect.
• Attentively listen to and learn member's needs.
• Politely and professionally converse with member to clarify concerns.
• Explain product offerings and provide basic training to members on how to use each service.
• Isolate, troubleshoot, and resolve/dispatch single home or business Layer 1-3 network issues (Calix OLT/ONT, on premise routers, wireless extenders, fiber and ethernet cabling, video delivery devices).
• Understand and stay up to date on general consumer electronics and how to connect these devices to a wireless router.
• Ensure member is satisfied with the outcome of their interaction.
• Clearly and accurately document the symptoms, steps, and final outcome of each call using a ticketing system.
• Escalate as needed when unable to satisfy member needs.
• Makes follow-up phone calls to ensure member satisfaction and enters data as needed.
• Responds to online Chat for Cumberland Connect.
• Performs other duties as assigned in order to fulfill the objectives of the company and this position.
  
  

Equipment Used

Computer, Phone, Copier, Scanner, Printer, and Cooperative vehicle.

Software Used

Windows, iOS, Calix ( Service Cloud, SMx, Remote Monitoring Tool), Microsoft Office Suite, Alianza web portal, NiSC software suite

Education Degrees, Certificates, Licenses, and/or Training: Exceptional favorable experience may be considered for a portion of the education requirements.

Required: High school diploma or equivalent

Valid Driver's License

Preferred: Associates degree in Information Technology or related major

Experience, Knowledge, Skills, and Abilities: Exceptional favorable education may be considered for a portion of the experience requirements.

Required: One year of experience in a technical support role.

Intermediate knowledge of Internet/Wi-Fi, phone, TV, and other home electronics devices

General knowledge of applicable software and equipment.

Use of a PC to include a solid understanding of computer hardware and software and the ability to type 25+ words per minute

Proven ability to multi-task and plan/prioritize work to meet deadlines with a high-degree of accuracy and attention to detail.

Strong analytical and critical thinking skills with demonstrated problem-solving abilities.

Effective communication skills and the ability to work as a team player.

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Visual acuity, manual dexterity, hearing, standing, walking, sitting, stooping, bending, squatting, lifting and carrying 20-40 pounds, twisting, balancing, kneeling, crouching and climbing.

Working Conditions

Shift hours: 2:00pm-11:00pm M-F

Works inside in an office/call center setting.

Occasionally travels to meetings, to include overnight, outside of CEMC service area.

This position description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.

CEMC reserves the right to revise or change the description and specifications as the need arises.

This position description does not constitute a written or implied contract of employment.

Salary: $23.63 per hour

Job Posted by ApplicantPro