TAC Technician

GTA•Dededo, GU

10d•Onsite

About The Position

Our TAC Team consists of tech-savvy individuals who are always ready to help. We 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. Our team brings people closer to family and friends through technology which is inspired by a culture that puts people first. We are: User-friendly, Technology driven, Solution orientated, Knowledgeable with GTA’s service delivery – Network to customer device, 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. Our team is full of dreamers and doers - people who make plans and who make things happen. And, of course, we 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! If this sounds like you, this is what the role looks like: As the TAC Technician, you will 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. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. 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.

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
Ability to promote the Company culture and mission to all employees, vendors, clients, and business partners
Technical skills – Working knowledge of computer systems/software and computerized billing
Effective communication skills
Oral presentation skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience
Strong organization skills with an ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, and be able to work in a fast-paced environment; must be detail-oriented and accurate in work
Attendance/Punctuality – Consistently at work and on time for scheduled shift and department or customer scheduled meetings; ensures work responsibilities are covered when absent.
Decision-making – Makes sound, well-informed, fact-based decisions and seeks guidance when needed.

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.
Verify proper hardware and software setup, power cycle equipment, assist with navigating around application menus, resolve username and password problems, uninstall/reinstall basic software applications and troubleshoot Wi-Fi and email issues.
Communicate technical solutions in a user-friendly, professional manner.
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.
Actively listen to customer concerns, understand their issues, and effectively address 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.
Document 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.