Isp Tech

TEKsystems•Huntsville, AL

3d•Remote

About The Position

This position serves as a foundational step before the Help Desk Analyst role, designed to build essential IT Help Desk skills and launch a career in call center or IT. It is a fast-paced role involving inbound calls to provide technical support. The company, TEKsystems, is a leading provider of business and technology services, accelerating business transformation for customers. They work with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. The company provides solutions to over 1,500 electric and telephone members, bringing evolving technology to rural America, with solutions tailored to rural utilities and customers. These solutions include integrated smart grid, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile, and video. The cooperative has more than 800 employees operating out of eight office locations and aims to educate and support its members through a consultative process.

Requirements

Proficiency with Cable, Modem, Router, Internet technologies.
Experience with Phone, Email & Web Chat Support.
Knowledge of Networking & Telecommunications.
Troubleshooting skills.
Familiarity with Ticketing Systems.
Google IT Professional Certification or actively studying for CompTIA Certifications.
Must reside within 90 miles of Raleigh, NC, Cedar Rapids, IA, or Huntsville, AL.
Ability to maintain your own internet connection.
Have a backup plan to maintain good standing if home internet goes down.
Home office must be hardwired into your internet (Wi-Fi or hotspots will not be accepted).
Ability to work in an environment with childcare and minimal distractions.
Ability to adhere to a strict attendance policy, especially during the 1-month training portion (no missed days).

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.