Broadband Support Specialist

Valley TeleCom Group•Clifton, AZ

7d•Onsite

About The Position

Work in a fast-paced environment as a Broadband Support Specialist to take incoming technical calls from customers and field technicians. Analyze, troubleshoot and resolve technical issues for broadband installation and connection issues. May remotely configure and troubleshoot client's equipment or simply educate customers. In the event the issue cannot be resolved, the call will be escalated to the next tier of support or arrange dates, times & access arrangements for a service call. Promotes and sells additional services.

Requirements

Ability to read, analyze, and interpret industry periodicals, tariffs, financial reports and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, and percentages.
Ability to apply concepts such as fractions, percentages, and ratios to practical situations.
Intermediate personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to prioritize, handle multiple tasks, organize assignments simultaneously and delegate assignments.
A valid driver’s license issued by the state in which the employee
High school diploma or General Educational Development (GED) certificate.

Nice To Haves

Related experience and/or training is desirable but not essential.

Responsibilities

Actively encourages teamwork, open communication, and cooperative interaction by promoting a positive work environment that reflects the company’s mission, values and management goals.
Assists customers with inquiries and requests based on accurate knowledge of the Company’s products, services and procedures of the department
Handles Internet service and Business Systems customers’ troubles and inquiries
Accurately conveys customer requests and orders to necessary departments
Generates and submits reports associated with customer accounts
Accurately records and maintains customer information in customer files and computer databases
Processes orders and assists in the configuration of services to customers
Sells and recommends services and products offered by the Company
Activates and deactivates services and configures related equipment within Company guidelines.
Handles all information in an unbiased and confidential manner.
Activates/deletes customer accounts in servers.
Troubleshoots, configures and adjusts Customer Premise Equipment (CPE) that impacts internet for subscribers.
Participates in meetings, seminars, and training sessions to obtain information to ensure better job performance.
Provides outstanding customer service to customers.
Cross trains in other areas within the company.
Handles customer inquiries and requests based on accurate knowledge of the Company’s products, services and procedures.