Technical Support Representative

KEY RESPONSIBILITIES: 

• Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues.

• Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues.

• Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved.

• Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.

• Illustrate diplomacy, tactfulness and empathy when dealing with customers.

KEY COMPETENCIES: 

• Skills in troubleshooting, solving problems and root cause analysis

• Efficiency and consistency when working in a fast-paced, conflict resolution environment.

• Must be able to exhibit written and oral communications skills to a standard as set by the company.

• Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.

QUALIFICATIONS AND EXPERIENCE: 

• Prior experience in a similar capacity

• Ability to type in excess of 30 words per minute

• 1+ years of customer service experience in a similar performance managed environment

• Prior technical support / troubleshooting experience preferred.