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Helpdesk Technician

Benefits: Vacation, Personal, Sick, Health, Dental, Vision, 401K, Life


Answers incoming customer repair calls. Troubleshoots and logs problems on voice, video, and data


services. Answer customer emails with simple but detailed explanation of the problem and resolution.


Makes outbound calls to customers that have been escalated from the After Hours Repair Outsource


partner.


MAJOR DUTIES AND RESPONSIBILITES



  • Troubleshoot and repair customer issues with phone, internet, and cable TV service in a professional and courteous manner

  • Do everything you can over the phone to repair the customer's issue in an effort to prevent the company?from rolling a costly repair truck to the customers' location

  • Answer inbound calls relating to installation of new service, modifications to existing service, and?questions relating to billing for both residential and business customers

  • Make outbound calls to confirm appointments and reschedule appointments as needed

  • Participate in sales, cross selling activities, and promotions

  • Return calls to customers that were escalated by our Outsource After Hours partner

  • Answer email, web chats and social media site posts that we receive from customers


MINOR DUTIES AND RESPONSIBILITIES


Must be available for weekends, rotating shifts, and holidays, as needed.


QUALIFICATIONS FOR THE JOB


Education:


High School Diploma or Equivalent


Experience:


Ideal candidate will have knowledge of computer operating systems, wireless connectivity, cell phones,


and enjoy understanding why things work.


Should enjoy working with the public, understand how to deal with stress, and know how to prioritize


and multi-task efficiently with minimal supervision.


KEY COMPETENCIES


Ability to work with the pubilc in a courteous, professional manner


Verbal and written communication skills


Motivated, self starter


#CB


#ZR


 

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