NineStar Connect - Support Center Technician

NineStar Connect • McCordsville, IN

4d

About The Position

Are you passionate about technology and helping people by providing outstanding customer service? Join NineStar Connect as a Support Center Technician and make a real difference in the community! You will deliver telephone, email, and click-to-chat technical support for phone, dial-up, TV, and broadband internet customers. Your role will include troubleshooting, answering questions, resolving service issues, and processing customer information with a focus on delivering exceptional service for our members and call-partners.

Requirements

• Strong knowledge of company services, products, and procedures.
• Hands-on experience with computer hardware troubleshooting (break/fix).
• Familiarity with internet protocols, email clients, web browsers, and TCP/IP networking.
• Proficiency in Microsoft products (Windows, Outlook, etc.).
• Excellent written and verbal communication skills.
• Ability to multi-task and manage competing priorities in a fast-paced environment.
• A customer-focused attitude with a dedication to problem-solving.
• High school diploma required.

Nice To Haves

• Technology-related certifications preferred.
• Previous experience in telecommunications or technical support is a plus.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for a variety of service issues including email, web authentication, loss of service, power outages, and other related concerns via phone, email, and chat.
• Accurately create, update, and close trouble tickets while collaborating with internal departments to track, dispatch, and resolve customer issues.
• Process pre-installation service orders to ensure a seamless experience for new customers.
• Monitor outage and alarm boards, ticketing systems, and cameras to address service interruptions in a timely manner.
• Assist customers with processing payments, upgrading plans for faster speeds, and signing up for new services to enhance their overall experience.
• Occasionally provide field support or engage with customers face-to-face to offer on-site troubleshooting and assistance.

Benefits

• medical, dental, and vision insurance
• 401k matching
• paid parental leave
• short term disability
• long term disability
• life insurance
• profit sharing
• various service discounts
• wellness programs with paid incentives
• on-site fitness centers available at each office location
• reimbursement funds for continuing education
• in-house training
• ongoing development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED