Network Support Technician I

GCI Communication Corp • Anchorage, AK

3d

About The Position

GCI's Network Support Technician I will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquires, troubleshoot technical related issues, and process service requests. Proactively monitor and respond to network alerts, working as the customer's advocate. Coordinate maintenance and installation activities that may impact services; detect, act upon, and track all problems. Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support. Customers include external and internal customers, vendors, and 3rd party call centers.

Requirements

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Ability to interact with a wide variety of business, operations, and technical staff.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Demonstrated good verbal and written communication skills. Ability to explain technical activities to customers.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. Demonstrated strong customer service skills with attention to detail, active listening, and problem-solving skills.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Demonstrated administrative and organizational skills. Ability to accurately document procedures and technical processes. Ability to handle multiple events simultaneously in a fast-paced and ever-changing work environment. General understanding of Information Technology.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
• Knowledge and operating skills in mainstream operating systems.
• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
• High School diploma or equivalent.
• Minimum of six (6) months experience in a customer service or call center environment.
• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

Nice To Haves

• Associate degree in telecommunications, computer science, electronics or relevant field.
• Microsoft, ITIL, CompTIA, Cisco certifications.
• Telecommunications experience.
• Other telecom industry or job specific certifications.

Responsibilities

• Provide technical support and customer education, via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional timely manner.
• Follow established procedures, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.
• Tier I Support: First point of contact via email, phone calls, monitoring, etc.
• Identify and filter incidents, service requests, dispatches, and provide basic support and troubleshooting, i.e., password resets, break / fix instructions, ticket routing, and escalation to Tier II and Tier III support.
• Ensure all required information per processes and procedures for Tier II and Tier III issues where solutions have been documented.
• Basic customer support including requests for voice services support, knowledge base lookup, and directing customers to self-service web-based solutions.
• Functions as the customer advocate ensuring technical problems and issues are resolved or escalated in a timely manner.
• Communicates all maintenance and installation activities that may impact services provided to customers to detect, act on and track all problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees