Isp Tech

TEKsystems•Davenport, IA

18h•$15 - $16•Remote

About The Position

This position is the step before the Help Desk Analyst title, but will build a foundation for IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1-month training portion. The company provides solutions that help 1,500+ electric and telephone members bringing all the advantages of evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and customers. Utilities include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. Support our dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company and help our rural cooperative members develop technology. Our approach is to educate and support our members as we work with them through a consultative process.

Requirements

Cable, Modem, Router, Internet
Phone, Email & Web Chat Support
Networking & Telecommunications
Troubleshooting
Ticketing System
Google IT Professional Certification or studying for CompTIA Certifications
Must reside within 90 miles of: Raleigh, NC-Cedar Rapids, IA- or Huntsville, AL
You will need to maintain your own internet connection
If your home internet goes down, you will need a backup plan to maintain good standing
Work from home, must have reliable internet, childcare, and minimal distractions.
Your remote, work-from-home address must remain within 90 miles of a corporate office.
It is required for your home office to be hardwired into your internet.
Wi-Fi or hotspots will not be accepted.

Responsibilities

Provide world-class external, customer support for an Internet Service Provider within a 24x7x365 environment.
Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
Manage volume of 50-75 tickets, per 8-hour shift.
Learn and support 50+ client accounts, as well as navigate computer systems unique to each member.
Assist customers in diagnosing voice, data, video, and connectivity issues.
Answer questions and provide solutions that ensure an optimal customer experience.
Troubleshoot internet, cable, and modems for business and residential customers.
Document and record phone calls within multiple ticketing systems.
Provide backup assistance for other Technical Support Representatives.
Call hopping and call avoidance are monitored heavily.
Daily attendance is monitored and only 1 absence per month is allowed during the first few months.