Customer Support Specialist I: Monday - Friday (11am-8pm)

OzarksGo•Fayetteville, AR

2d•Onsite

About The Position

OzarksGo, based in Fayetteville, Arkansas, is a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. This position supports all aspects of the subscriber experience, including scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service. The role promotes a positive subscriber experience through effective communication and provides exceptional technical assistance to customers facing issues related to fiber-optic internet services. The specialist will diagnose and troubleshoot technical issues, communicate professionally with customers, maintain detailed records, and collaborate with support teams. This position is performed in a call center environment and requires the ability to meet deadlines under pressure and deal with a variety of people tactfully. Occasional travel and after-hours training may be required.

Requirements

Requires high school diploma or equivalent
Two plus years' experience in customer service and/or technical support.
Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine.
Must have a valid driver's license without violation, which would prohibit insurability.
Effectively present information, orally and written.
Requires efficient and accurate handling of money and applying money or credit to subscriber accounts.
Ability to meet deadlines under pressure.
Must be able to deal with a variety of people in varying situations with tact and diplomacy.
Normal workweek is 40 hours but must be available for call-out during emergency situations.
This position mainly requires sitting to complete work with a computer and telephone.
Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds.
Visual and audio acuity is essential to this position.

Nice To Haves

Call center experience and providing reliable support to customers over the phone is a plus.
Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required
This position does rotate on and off an on-call schedule.
Must be available for occasional scheduled after-hours training.

Responsibilities

Supports all aspects of the subscriber experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service.
Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication.
Provide exceptional technical assistance to customers facing issues related to fiber-optic internet services, including connectivity, speed, and equipment-related problems.
Diagnose and troubleshoot technical issues, working towards a timely and effective resolution.
Communicate with customers professionally and courteously, while clearly explaining technical concepts to ensure customer satisfaction with the provided solutions.
Maintain detailed records of customer interactions, technical issues, and resolutions.
Collaborate with Tier I support and escalate issues to higher levels of support or other departments when necessary.
Review and prioritize incoming tickets based on urgency and impact on the customer's services.
Use technical expertise to troubleshoot and diagnose the problem.
Stay updated on the latest technologies, products, and services related to fiber-optic internet.
Performs other duties as assigned to fulfill the objectives of OzarksGo and this position.
Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position.