Mass Markets
Technical Customer Care Representative I (Entry-Level)
Mass Markets, Iowa, Louisiana, United States, 70647
Overview
Technical Customer Care Representative I (Entry-Level)
This technical support role troubleshoots VoIP Phones, Data Gateways, and HD Video service disruptions. A strong customer service background is required to provide a world-class customer experience. You will interact with customers across the country to resolve support issues and maintain a positive, engaging team presence. To be considered for this role, you must complete a full application on the company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Be knowledgeable regarding Internet Service Provider services and related concepts
Troubleshoot data, video, and voice (VoIP) service disruptions with a focus on first-call resolution
Own the resolution of the customer’s reason for contacting Tech Support
Leverage multiple systems to research and troubleshoot issues; coordinate with other departments as needed
Utilize a Knowledge Base system to aid call handling
Document customer interactions and code the appropriate call type in the client CRM system (Remedy)
Document customer interactions while following all required policies and procedures
Provide world-class customer service consistently
Comply with requirements surrounding confidential and personal information
Stay up to date on ad hoc training activities
Adhere to attendance and work schedule requirements
Qualifications
Must be 18 years of age
High school diploma or equivalent
Understand basics of VoIP Phone systems, internet gateways, and HD video
Ability to evaluate, troubleshoot, and follow up on customer issues
Excellent organizational, written, and oral communication skills
Typing ability of 30+ words per minute
Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Understanding of Windows operating systems
Reliable with regular attendance and punctuality
Aptitude for conflict resolution, problem-solving, and negotiation
Customer service oriented (empathetic, responsive, patient, conscientious)
Ability to multi-task and self-manage using multiple tools
Strong team orientation and customer focus
Ability to thrive in a fast-paced environment with change
Excellent interpersonal skills for building relationships with team and customers
Preferred (Not Required)
One year of experience in customer service or Tier II technical support
CompTIA IT certification
Compensation & Benefits Our compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, with a range of benefits and incentives offered to support and reward team members. Benefits vary by location.
What You Can Expect We offer paid time off, incentives and rewards, health benefits for eligible employees, retirement savings options where available, disability and life insurance, supplemental insurance, career growth opportunities, paid training, a collaborative work environment, and a casual dress code.
Conditions of Employment and Equal Opportunity All locations: must be authorized to work in the country where the job is based. Offers are contingent on background checks and drug screening where required. We provide reasonable accommodations as required by law. We are an equal opportunity employer committed to diversity and inclusion. All employment decisions are based on merit and qualifications.
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This technical support role troubleshoots VoIP Phones, Data Gateways, and HD Video service disruptions. A strong customer service background is required to provide a world-class customer experience. You will interact with customers across the country to resolve support issues and maintain a positive, engaging team presence. To be considered for this role, you must complete a full application on the company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Be knowledgeable regarding Internet Service Provider services and related concepts
Troubleshoot data, video, and voice (VoIP) service disruptions with a focus on first-call resolution
Own the resolution of the customer’s reason for contacting Tech Support
Leverage multiple systems to research and troubleshoot issues; coordinate with other departments as needed
Utilize a Knowledge Base system to aid call handling
Document customer interactions and code the appropriate call type in the client CRM system (Remedy)
Document customer interactions while following all required policies and procedures
Provide world-class customer service consistently
Comply with requirements surrounding confidential and personal information
Stay up to date on ad hoc training activities
Adhere to attendance and work schedule requirements
Qualifications
Must be 18 years of age
High school diploma or equivalent
Understand basics of VoIP Phone systems, internet gateways, and HD video
Ability to evaluate, troubleshoot, and follow up on customer issues
Excellent organizational, written, and oral communication skills
Typing ability of 30+ words per minute
Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Understanding of Windows operating systems
Reliable with regular attendance and punctuality
Aptitude for conflict resolution, problem-solving, and negotiation
Customer service oriented (empathetic, responsive, patient, conscientious)
Ability to multi-task and self-manage using multiple tools
Strong team orientation and customer focus
Ability to thrive in a fast-paced environment with change
Excellent interpersonal skills for building relationships with team and customers
Preferred (Not Required)
One year of experience in customer service or Tier II technical support
CompTIA IT certification
Compensation & Benefits Our compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, with a range of benefits and incentives offered to support and reward team members. Benefits vary by location.
What You Can Expect We offer paid time off, incentives and rewards, health benefits for eligible employees, retirement savings options where available, disability and life insurance, supplemental insurance, career growth opportunities, paid training, a collaborative work environment, and a casual dress code.
Conditions of Employment and Equal Opportunity All locations: must be authorized to work in the country where the job is based. Offers are contingent on background checks and drug screening where required. We provide reasonable accommodations as required by law. We are an equal opportunity employer committed to diversity and inclusion. All employment decisions are based on merit and qualifications.
#J-18808-Ljbffr