Technical Assistance Center Agent

Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Technical Assistance Center Agent

Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote

Summary:
The TAC Agent answers a high volume of calls from customers and employees. Responsible for supporting Point Broadband services while delivering excellent customer service to our small Business and Residential customers, promptly answering customer inquiries, providing accurate information while troubleshooting and problem-solving with new and existing customers.

Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:

• Follows all TAC procedures and reports any shortfalls and any recommendations for improvement to the TAC Supervisor
• Contacts customers to schedule and coordinate a technician dispatch.
• Interacts with Genesys Call Center software while adhering to processes and scripting.
• Demonstrates a clear and consistent understanding of OSS/BSS software.
• Adheres to schedules and attendance policy
• Multitasks effectively in a fast-paced environment.
• Maintains a positive attitude that is focused on serving customers.
• Handles customer questions, complaints, and inquiries expeditiously and professionally and documents appropriately
• Understands Jeopardy Tasks and escalation process.
• Meets or exceeds key performance metrics and overall company goals.
• Provides prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
• Understands the Damage Process to include I&R, Drop Bury, and OSP
• Performs complex diagnostic troubleshooting to resolve data service issues for residential.
• Strives for first-call resolution while handling all issues with urgency, ownership, and accountability.
• Leverages a variety of software applications to manage customer account information and diagnoses and resolves technical difficulties.
• Communicates effectively with customers professionally while setting accurate expectations for issue resolution.
• Communicates independently, effectively, clearly, and professionally with employees to establish and maintain considerate and cooperative relationships.
• Assists other departments as required to ensure prompt response to service, including extreme work overloads during special circumstances.
• Performs other related duties as assigned to ensure effective department and company operation.

Qualifications:

• High school diploma or equivalent
• 2 years of similar work experience
• Must understand Fiber-based broadband service and effectively communicate that technology to customers.
• Must be a self-starter who works without close supervision and thinks independently.
• Proficient in personal computer use with good keyboard skills.
• Excellent interpersonal communication skills include a proven ability to listen and understand customers and to work in a team environment.
• Regular, consistent, and punctual attendance.
• Basic computer and office skills, including Microsoft Outlook, Excel, Teams, and Word
• Able to handle multiple tasks.
• Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing
• Must have excellent customer service skills.
• Able to work Monday through Sunday, schedule will vary depending on rotation.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

The employing entity for this position is Point Broadband. Employment terms, benefits, payroll administration, and related policies are governed by Point Broadband and may differ from those offered by other affiliated companies, including Clearwave Fiber.