Business Support Representative

Metronet•, NV

8d•Onsite

About The Position

Our Business Support Representatives support business customers with their Internet, Video and Phone services. This position calls on knowledge of telecommunications and technology. This person will also respond to technical support requests and perform problem identification and analysis of ONTs, Routers, network switches, and STB/DVRs. Additionally, our Business Tech Support Representatives are responsible for troubleshooting and assisting customers making changes to complex HPBX phone systems. They will also capture detailed problem analysis and resolution plans in the customer database.

Requirements

High School Diploma or GED required.
Willingness to work as a team and independently.
Must be legally authorized to work in the U.S.

Nice To Haves

A+ Certification is Preferred
Experience in Service Specific Troubleshooting Methods
Responsible, Self-Motivated, Organized, and a Quick Learner
Analytical/Logical Problem-Solving Skills
Patient - The Ability to Guide and Teach via the Phone
Adaptability to Change – Comfortable in a Rapidly Evolving Environment
Perform on-call rotation duties after regular business hours.
Available to work overtime when deemed necessary, including holidays and weekends.

Responsibilities

Determine the scope of customer issues in an effective and professional manner.
Effectively resolve customer issues timely.
Properly document all customer interactions.
Represent MetroNet professionally and ethically.
Maintain a high level of customer satisfaction with focus on first call resolution.
Provide ONT troubleshooting, rebuilding, and provisioning.
Complete router troubleshooting and setups.
Provide voice service troubleshooting and reset voicemail passwords.
Educate customers on setting up their customer portal account.
All other duties as assigned.