ITSRR Technical Support Specialist II

Alaska Communications • Anchorage, AK

3d

About The Position

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us? We are unable to support remote international applicants or routinely sponsor work visas. POSITION SUMMARY Support internal and external customers with applications, software, and/or hardware. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Examples of Job Duties Technical Support Specialist II (ITSRR) Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat. Provide technical assistance to help customers resolve Internet, wireless, and phone issues. Use ticketing system to establish customer account trouble history. Create new tickets to document troubleshooting steps taken to resolve customer issues. Meet or exceed service level agreements that will provide an outstanding customer experience. Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls. Monitor assigned queues. Perform all duties of lower-level titles. Perform other duties as assigned. Education and Experience Required High School Diploma or equivalent and a minimum of two years' experience working with PC’s. Basic knowledge of PC software and Microsoft office. Preferred One Year of experience in the field of Internet Technical Support. Additional Requirements External applicants must successfully pass a pre-employment suitability assessment and drug test. We hope you’ll join us as we change lives through technology. For more than 120 years, our team has served Alaskans with critical telecommunication services. As technology becomes increasingly woven into our lives, we’re focused on delivering world-class connectivity solutions to our customers, from family homes to statewide enterprises. With career opportunities across the Last Frontier, our team takes pride in serving customers and giving back to our local communities. Exciting challenges are in front of us. We’re actively building Alaska’s fastest internet with fiber to the home. In rural Alaska, we’re building a state-of-the-art network to bridge the digital divide for communities that have gone unserved for too long.

Requirements

• High School Diploma or equivalent and a minimum of two years' experience working with PC’s.
• Basic knowledge of PC software and Microsoft office.
• External applicants must successfully pass a pre-employment suitability assessment and drug test.

Nice To Haves

• One Year of experience in the field of Internet Technical Support.

Responsibilities

• Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.
• Provide technical assistance to help customers resolve Internet, wireless, and phone issues.
• Use ticketing system to establish customer account trouble history.
• Create new tickets to document troubleshooting steps taken to resolve customer issues.
• Meet or exceed service level agreements that will provide an outstanding customer experience.
• Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.
• Monitor assigned queues.
• Perform all duties of lower-level titles.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees