ISP Technician

TEKsystems•Davenport, IA

18h•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

Knowledge of Cable, Modem, Router, Internet.
Proficiency in Phone, Email & Web Chat Support.
Understanding of Networking & Telecommunications.
Troubleshooting skills.
Experience with Ticketing System.
Google IT Professional Certification or studying for CompTIA Certifications.
Ability to maintain own internet connection and have a backup plan for outages.
Home office must be hardwired into the internet; Wi-Fi or hotspots are not accepted.
Must reside within 90 miles of Raleigh, NC, Cedar Rapids, IA, or Huntsville, AL.
Ability to adhere to attendance policy, including no absences during 1-month training and only 1 absence per month during the first few months.

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.