TAC Technician

GTA•Dededo Municipality, GU

1d•Onsite

About The Position

The TAC Team consists of tech-savvy individuals who are always ready to help. They take on simple to complicated customer phone problems to quickly and accurately diagnose and repair issues in a timely fashion. This is a technological role that is perfect for those who thrive with both customer interaction and heads-down troubleshooting in a demanding, fast-paced environment. The team brings people closer to family and friends through technology which is inspired by a culture that puts people first. The team is user-friendly, technology driven, solution-oriented, and knowledgeable with GTA’s service delivery – Network to customer device. They aim to be the best TECH support team on island. If you are a good listener and solution-finder, see how far you can go at GTA. Beyond answering questions for our customers every day, you will be part of a high-energy, collaborative culture where you can grow and advance in your career. We are counting on you to use your solution-finding and technical skills to deliver exceptional experiences and create lasting impressions as the point of contact to our customers. The team is full of dreamers and doers - people who make plans and who make things happen. And, of course, they have fun doing it. In short, if you have a knack for excellent customer service, building relationships and offering support, we want you on our team!

Requirements

Minimum High School Diploma or Equivalent/GED
Excellent listening and communication skills, customer service, and interpersonal skills with the ability to convey technical information to both technical and non-technical audiences
Excellent problem-solving and multi-tasking skills
Flexibility to work any shift, including nights, weekends and holidays
Must wear a headset at all times to handle all customers over the phone
Must successfully pass a background check and drug screening

Nice To Haves

Skills with an emphasis on ISP and wireless-related technologies including data delivery methods is preferred but not required
A working knowledge of Windows, Mac, iOS and Android operating systems, basic computer networking and MS Office products preferred

Responsibilities

Provide technical and network problem resolutions to customers by performing a question diagnosis while guiding users through step-by-step solutions.
Solutions include, but are not limited to, equipment/device triage, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus, resolving username and password problems, uninstalling/reinstalling basic software applications and troubleshooting Wi-Fi and email issues.
Deliver professional service and support to customers via different contact methods: 24/7 inbound call center, online chat, and email. Face-to-face interaction may be required in special circumstances.
Provide exceptional service by actively listening to customer concerns, understanding their issues, and effectively addressing their inquiries, concerns, and requests about GTA products and services.
Diagnose and resolve technical hardware and software issues involving internet connectivity, cellular connectivity, digital television, email, VoIP, and more.
Guide customers through step-by-step troubleshooting processes, offering clear and concise instructions to resolve problems.
Detailed and accurate documentation of customer complaints and process proper trouble ticket reports and service orders.
Research required information using available resources.
Resolve basic customer questions and concerns on accounts, orders, tickets, payments, and billing.
Offer alternative solutions where appropriate with the objective of retaining customers’ business.
Identify and escalate priority issues and customers per specifications.
Follow standard guidelines and practices.
Stay up to date on internal products, company announcements, communications, and organizational developments to provide accurate and informed support.
Other duties as assigned.