Service and Technical Assistance Team Specialist

DRN ReadiTech•Ellendale, ND

About The Position

The Service and Technical Assistance Team (STAT) Specialist will provide customer service and technical support to DRN customers for all DRN services; including (but not limited to) internet, Wi-Fi, managed services, door access, video, security and surveillance, voice services, streaming services, and computer repair. The STAT Specialist sells products and services to DRN ReadiTech customers recommending a complete technology solution to best fit the customers’ needs. Answers customer questions about features, products, services, availability, speeds, and options. Provides billing/payment information. Presents strong communications skills, good judgment, and a positive attitude in all undertakings. Possess computer knowledge with speed and accuracy and the ability to work alone. Additionally, the STAT Specialist will be responsible for installation and maintenance of internal hardware. The successful candidate will demonstrate excellent customer service skills, detailed knowledge of company services and systems as well as the aptitude to develop efficient troubleshooting skills. Applicants should be familiar with current internet technologies, be exceedingly well-organized, motivated, possess a strong work ethic and enjoy the day-to-day challenges of supporting DRN’s multiple service offerings.

Requirements

Knowledge of company policies, procedures, products and services.
Knowledge of company safety policies and procedures.
Demonstrate competency in using a personal computer.
Demonstrate keyboarding (typing) competency
Demonstrate competency using Microsoft Office products including Word and Excel.
Demonstrate competency using DRN corporate email
Demonstrate competency using Metaswitch phone system and voice mail
Demonstrate the ability to troubleshoot DRN streaming/television equipment such as streaming boxes, UDTA boxes, remote controls, and other streaming devices.
Demonstrate knowledge of proper phone etiquette
Demonstrate ability to communicate well with a positive & friendly manner both orally and in writing
Demonstrate the ability to accept responsibility for and work under occasional stressful situations with frequent interruptions
Demonstrate desire to learn new skills as technologies change
Demonstrate the ability to multi-task
Demonstrate ability to perform computer repair and maintenance at customer’s location or in our office to ensure their equipment is functioning properly and efficiently
Self-motivated to learn new technology and new ways to deliver support
Ability to maintain and upgrade computer hardware and software, performing malware removal, ordering/installing/configuring new computers and home electronics for customers
Understand use and need for anti-virus software and anti-spam software such as Webroot, Sentinel One, Norton Antivirus and McAfee software
Demonstrate familiarity with Internet browsers such as Microsoft Edge, Google Chrome and Firefox
Basic knowledge of DSL and fiber technologies
Basic knowledge of networking, wireless and security technologies
Regular, reliable, consistent and punctual attendance is required
Ability to maintain a valid driver’s license and drive to customer locations
Perform other duties and responsibilities as required to fulfill job function or as assigned
High School Diploma/GED
Must have the ability to obtain A+ certification within designated timeline and obtain additional professional certifications as the business need dictates.

Nice To Haves

Prior customer service/technical experience helpful

Responsibilities

Providing customer service and technical support to DRN customers for all DRN services; including (but not limited to) internet, Wi-Fi, managed services, door access, video, security and surveillance, voice services, streaming services, and computer repair.
Compliance with Customer Proprietary Network Information (CPNI) and Broadband Labels as required by the Federal Communications Commission
Effectively handle high call volumes and e-mail volumes
Installing and maintaining internal hardware such as laptops, docks, and printers.
Providing support and service to customers through excellent interpersonal, written, and oral communication skills
Provides technical support to customers by answering phone calls, gathering and documenting relevant information, and troubleshooting and resolving problems and issues.
Research complex problems and issues to determine solutions
Updates customer account information as appropriate
Demonstrating excellent listening skills and the ability to ask probing questions and understand concerns to reach a mutually beneficial resolution.
Having a strong work ethic and be a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
Performs all other duties as assigned