Business Support Technician

Midcontinent•Sioux Falls, SD

10d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Prior experience in the telecommunications industry.
1 year of experience in technical support and customer engagement (for BST-Associate).
Strong communication skills, both verbal and written (for BST-Associate).
6 months as a BST - Associate, or 2 years of equivalent experience (for BST-Professional).
Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role (for BST-Professional).
Excellent communication skills (written, verbal, active listening) (for BST-Professional).
Advanced organizational skills for task management, workload prioritization, and meeting deadlines (for BST-Professional).
Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus (for BST-Professional).
12 months as a BST - Professional, or minimum of 3 of equivalent experience (for BST-Expert).
Complete Jones NCTI “Intro to Networking: Home and Peer-to-Peer Networks” within 6 months of obtaining role (for BST-Expert).
Exceptional communication skills, capable of conveying technical information through written, verbal, and active listening channels (for BST-Expert).
Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines (for BST-Expert).
Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships (for BST-Expert).
Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions (for BST-Expert).

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.