Support Analyst

PRTC•Walterboro, SC

4d•$27 - $37

About The Position

Provides technical support to PRTC’s telephone, broadband, video, security and managed IT subscribers. Assists field technicians by providing technical support, provisioning services and dispatching and clearing trouble tickets. Performs service disconnect and reconnect services as needed. Any other assignments as deemed necessary by the Network Operations Supervisor.

Requirements

High school degree required.
A+ or Network+ certification or equivalent is required.
Experience and knowledgeable in network troubleshooting techniques.
Knowledge and skills usually acquired through technical, basic electronics training, and two or more years of experience in IT, Central Office or Plant Operations.

Nice To Haves

Qolsys and Alarm.com certification recommended.

Responsibilities

Answering the PRTC technical support line, entering troubles and troubleshooting customer issues over the phone.
Troubleshooting and dispatching and clearing customer trouble tickets.
Supporting field technicians as needed by providing technical and provisioning assistance.
Performing required work necessary to complete assignment, installation and maintenance testing of subscriber services.
Testing of all subscriber lines through remote facilities for installation and maintenance purposes.
Working with Installation Technicians and Cable Maintenance Technicians on installation and maintenance of subscriber services and associated facilities.
Handling customer support requests promptly and accurately with a focus on customer satisfaction.
Escalating complaints accordingly and ensuring customer issues are being resolved by the appropriate department.
Serving as a personal link between PRTC and subscribers and the general public, on service problems and questions.
Clearing trouble reports that are received on a daily basis.