Job Details
>> Technical Support Specialist - Work at Home Technical Support Specialist - Work at Home Summary Title:Technical Support Specialist - Work at HomeID:1289Location:Athens, OHDepartment:Customer Care Description **TECHNICAL SUPPORT SPECIALIST - Work At Home!
POINT BROADBAND REMOTE! MUST LIVE WITHIN ONE HOUR OF OFFICES IN AL, OH, MI, VA, or GA**
**MAKE YOUR MARK! COME JOIN A FAST-GROWING INTERNET SERVICE PROVIDER WORKING TO MAKE YOUR COMMUNITY MORE CONNECTED. FULL-TIME OPPORTUNITIES WITH COMPETITIVE COMPENSATION ARE AVAILABLE, WITH THE FLEXIBILITY TO WORK FROM HOME. STARTING PAY RANGE IS $13 / HOUR.**
**AT POINT BROADBAND WE IMPROVE LIVES THROUGH FIBER TECHNOLOGY. IF YOU ARE SELF-MOTIVATED TO ACHIEVE EXCELLENCE AND YOU TAKE PRIDE IN HELPING OTHERS - OUR MISSION TO DELIVER SUPERIOR FIBER-BASED BROADBAND SOLUTIONS TO SMALL TOWN USA AND RURAL AMERICA, WITH A FOCUS ON COMMUNITY, AND BEST IN CLASS CUSTOMER SERVICE STARTS WITH YOU.**
**Summary:**
Point Broadband Fiber Holding LLC is recruiting for a Technical Support Specialist as part of our Network Support team. This role will promote and comply with the Point Broadband Value System. This person is responsible for providing exceptional customer service as we build and grow our carrier class service provider network.
**Duties and Responsibilities:**
* Promote and comply with the Point Broadband Value System.
* Promote Point Broadband products and services over the telephone and to walk-in customers. Responsible for providing exceptional customer service.
* Respond to customer requests via telephone, email and chat communication channels
* Troubleshoot and resolve customer service outages and problems in an effective manner.
* Troubleshoot escalated customer service outages and problems (tier 2) in an effective manner.
* Work with other team members to coordinate response to network disruptions, including gathering information by contacting customers
* Respond to customer inquiries, complaints and other requests for information regarding Point Broadband services, billing, and payment arrangements.
* Responsible for responding to requests from Point Broadband customers for all services offered
* Responsible for opening, updating and closing trouble tickets to track customer requests and issues
* Responsible for troubleshooting customer issues and attempting to resolve them (up to tier 2)
* Responsible for escalating discovered outages or abnormal network conditions following established escalation chain
* Responsible for striving to provide first touch resolution
* Responsible for providing exceptional customer service
* Responsible for meeting individual performance metrics designed to ensure exceptional customer service and support
* Responsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the companys customers is threatened or restoral of service is required.
**Qualifications:**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education/Experience:**
* High school diploma or equivalent required.
* Two-year college degree preferred in a related field.
* Experience supporting Internet, telephone and or cable TV services is a plus.
* Experience in a service-provider industry is a plus.
**Computer Skills:**
Ability to communicate clearly and concisely, both in written and verbal formats. Ability to effectively navigate recent Microsoft Windows operating systems and Microsoft Office.
**Shift:**
Shift may vary from time to time. Shift will include some evenings and weekend work. Some overtime may be required. Some shifts may occur on holidays.
**Working Conditions** **:**
* This position requires work indoors.
* Work requiring lifting of up to 25lbs may also be necessary on occasion.
* Must have the ability to communicate clearly and concisely both in written and verbal formats.
* Must be able to perform computer functions and operate routine office equipment.
* Must be able to perform moderate walking throughout the Point Broadbands facilities
* Must be able to sit or stand for extended periods.
**Benefits:**
* Share the Care Program Paid Time
* Medical, Dental and Vision
* Company Paid Life as well as Voluntary policies
* 401(k)
* Paid Time Off
* Holidays
* Career Progression Opportunities
* Discounted Broadband Services *Where Applicable*
**Point Broadband is an equal opportunity employer. For further information, please visit:** |