Business Technical Support Specialist

FOCUS Broadband • Shallotte, NC

5d • Onsite

About The Position

The Business Technical Support Specialist provides in-office technical support to business customers, diagnosing and resolving service and equipment issues remotely, coordinating on-site support when needed, and documenting activity in FOCUS Broadband’s trouble management system. The role supports Business Services Group (BSG) and IT installations by programming and configuring business network and communications equipment, including hosted phones, managed routers, and switches. The specialist serves as a technical resource for business customers, provides timely and professional support, and evaluates customer needs to determine appropriate next steps.

The position is performed in a professional office environment with moderate noise. Work involves extended use of computer systems, multiple monitors, and communication tools, as well as frequent interruptions, high call volumes, and time-sensitive competing priorities. There may be limited exposure to changing indoor conditions such as temperature fluctuations, noise, or dust. The position may require overtime and work outside regularly scheduled hours as business needs require.

Requirements

• High school diploma or equivalent required.
• CompTIA Network+ certification required within 12 months of employment.
• Must have and maintain a good driving record and a valid driver’s license.
• Ability to prioritize and manage multiple concurrent tasks in a fast-paced environment while maintaining accuracy and meeting deadlines.
• Strong verbal and written communication skills, including the ability to explain technical information and resolve service-related concerns professionally and courteously.
• Ability to perform detailed work accurately and efficiently, review information for completeness, and identify discrepancies or errors.
• Ability to learn and apply new processes, procedures, systems, and technical information through formal training and on-the-job instruction.
• Knowledge of ticketing systems and ability to create, document, update, prioritize, and track service or troubleshooting requests through resolution.
• Knowledge of basic business telecommunications concepts and ability to learn the company’s business products and services, including broadband, managed routers and switches, and IP-PBX/VoIP phone systems and related equipment.
• Strong working knowledge of Microsoft Windows operating systems and applications; PC hardware and peripherals; printers; routers and switches; Ethernet and TCP/IP; networking hardware and topologies; and remote desktop/terminal server technologies.
• Ability to use ticketing, remote-support, programming, configuration, and troubleshooting systems and tools to diagnose, document, and resolve technical issues.
• Ability to program and configure hosted phone handsets, managed routers, and switches according to established procedures.
• Ability to analyze technical issues, determine appropriate troubleshooting steps, and identify when escalation or on-site support is required.

Nice To Haves

• Associate degree in a related technical field.
• CompTIA Network+ certification at time of hire.
• 2–3 years of technical support, service coordination, dispatching, or related experience.
• 2–3 years of call center experience.
• 2–3 years of experience working with ticketing software.

Responsibilities

• Receive and respond to business customer requests by telephone, email, and other support channels; troubleshoot service issues and provide remote support to resolve problems when possible and minimize unnecessary truck rolls.
• Troubleshoot and provide technical support for FOCUS Broadband business services, including broadband, managed routers and switches, managed wireless networks, IP-PBX phones and equipment, webmail/email, and other supported products and services.
• Use remote desktop and other diagnostic tools to identify technical problems, determine appropriate resolutions, and assist customers with implementing solutions.
• Create, update, prioritize, and route support tickets to BSG technicians, IT Support, and other appropriate departments; monitor tickets.
• Maintain current, accurate, and detailed records of customer issues and resolutions.
• Review service orders and accurately process applicable post-installation changes for billing.
• Manage and prioritize multiple customer issues and assignments in a fast-paced environment with frequent interruptions.
• Program and configure business network and communications equipment, including hosted phone handsets, managed routers, and switches, in support of BSG and IT installations.
• Communicate clearly, concisely, professionally, and courteously with customers, coworkers, and other business contacts, verbally and in writing.
• Maintain regular and timely attendance.
• Work overtime and outside regularly scheduled hours as business needs require.
• Perform other duties and special projects as required.
• Participate on behalf of the company in community and company-sponsored activities as requested.
• Attend safety meetings, complete safety and security trainings, and maintain a safe working environment.
• Maintain and enhance job-related knowledge and skills through ongoing professional learning and development.

Benefits

• Competitive salaries and earnings.
• 401k company contribution plus a tiered company match.
• Employer-paid medical, dental, and vision coverage premiums for employees.
• Employer-paid short-term and long-term disability coverage.
• Employer-paid AD&D and term-life coverage.
• On-site clinic available Monday through Friday.
• Wellness Bonus Program, including gym reimbursement.
• Tuition reimbursement.
• Generous paid time off and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED