Business Support Technician

Job Summary:

As a Business Support Technician (BST) at Midco, you will play a vital role in providing high-quality technical support and customer engagement across all interaction types. Depending on your level of experience and expertise, your responsibilities will range from basic technical support to advanced problem-solving and collaboration. You will foster client loyalty by consistently addressing commercial client issues related to Midco Services, ensuring exceptional service and satisfaction.

Responsibilities:

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services.
• Thoroughly document each interaction, ensuring all technicians have up-to-date client notes.
• Handle mindful escalations via work orders or Midco’s Ticketing System for business clients experiencing service changes, trouble calls, or disconnects.
• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco’s expanding product offering.
• Proactively engage with clients, streamlining issue resolution and minimizing their effort.
• Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership.
• Utilize various communication channels, including email, chat, and social media, when interacting with clients.
• Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.
• Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all interactions.
• Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school diploma or equivalent (GED).
• Basic typing, email and computer skills.
• Proficient at using technology including the internet and applications.
• Ability to adapt and excel in a fast-paced work environment.

Preferred Qualifications:

• Prior experience in the telecommunications industry.

Position leveling will be assigned based upon required experience and training.*

BST-Associate

• 1 year of experience in technical support and customer engagement.
• Strong communication skills, both verbal and written.

BST-Professional

• 6 months as a BST - Associate, or 2 years of equivalent experience.
• Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role.
• Excellent communication skills (written, verbal, active listening).
• Advanced organizational skills for task management, workload prioritization, and meeting deadlines.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus.

BST-Expert

• 12 months as a BST - Professional, or minimum of 3 of equivalent experience.
• Complete Jones NCTI “Intro to Networking: Home and Peer-to-Peer Networks” within 6 months of obtaining role.
• Exceptional communication skills, capable of conveying technical information through written, verbal, and active listening channels.
• Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines.
• Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions.

Work Environment:

• Inbound and outbound call center environment, wearing a headset.
• Extremely time sensitive to meet customer demand.
• May be required to work in excess of 40 hours per week.
• Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands.

Physical Demands:

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

Mental Demands:

• Ability to understand, follow and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and client needs and effectively manage the stress of ongoing incoming interactions.

Req Benefits:

• Free Midco internet and TV
• Generous 401(k) match and paid time away from work programs
• Midco-provided short and long term disability insurance
• Midco contributions to your HSA
• Programs to support your physical, mental, emotional and financial wellbeing
• And many more

Additional Details :

• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so.

Visit Midco.com/Careers to learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.