Subscriber/Technical Support Representative

Oklahoma Electric Cooperative•Norman, OK

1d•Onsite

About The Position

OEC Fiber, located in Norman, OK, is taking high-speed fiber services where no one else will. Powered by Oklahoma Electric Cooperative, OEC Fiber brings the power of high-speed fiber services right to the front door of homes and business. They are proud to provide affordable and reliable high-speed fiber services coupled with some of the most exceptional customer service in the area. The Subscriber/Technical Support Representative is responsible for assisting residential and commercial subscribers in the technical use and operation of OEC Fiber products, services, and equipment. Employees in this position utilize various methods of communication to provide excellent service through efficient Tier I and Tier II technical troubleshooting and problem resolution.

Requirements

High school diploma or equivalent and 2 years' experience OR Associate's degree
Experience should be of a progressively increasing responsibility in technical support, help desk, and customer service.
Education should be in IT or related field
Intermediate knowledge of internet/WiFi, phone, TV, and related equipment/devices and technologies
Intermediate knowledge of Microsoft Office applications
Skill in: strong verbal and written communication
Skill in: actively looking for ways to help others
Skill in: determining how a system should work and how changes will affect it
Skill in: teaching others how to do something
Ability to: use procedures to solve problems
Ability to: combine various pieces of information and create solutions
Qualities of: dependable
Qualities of: detail-oriented
Qualities of: adaptable

Responsibilities

Provides Tier II support to subscribers regarding issues related to internet, TV, and phone services offered by OEC Fiber, including but not limited to: basic and escalated troubleshooting, some equipment issues, installation and configuration support, user account resets.
Works closely with subscribers and strives to provide resolution to problems in a prompt, courteous, member-focused manner.
Provides basic training and assistance for subscribers on features of software, hardware, and operating systems.
Maintains knowledge of all OEC Fiber products, services, and capability of systems.
Monitors systems and equipment operations and service reliability.