Technical Care Specialist

Blackfoot Telephone Cooperative Inc•Missoula, MT

25d

About The Position

The Technical Care Specialist serves as the primary point of contact for residential customers, combining customer service with basic technical support. This role handles account inquiries, service orders, and resolves routine technical issues while escalating complex problems as needed. The position focuses primarily on residential customers but may occasionally assist with business customers as needed.

Requirements

Proper phone etiquette.
Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long term successful customer relationships.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Speak and write clearly and accurately.
Demonstrated proficiency in typing and grammar.
Know relevant software computer applications and equipment.
Understand customer service principles and practices.
Effective listening skills.
Willingness to co-operate with others and work to the greater good.
Multi-tasking capabilities and the ability to work in a fast paced environment that is constantly changing.
Have exemplary attendance and punctuality.
Be flexible and adapt to change.
Self-starter and team player to accomplish work objectives.
To clearly convey and receive information and ideas.
Identify and understand complex issues, problems, and opportunities.
De-escalate tense customer situations using appropriate interpersonal styles and methods.
Work with appropriate time limits to resolve issues/find resolution.
Provide stable job performance under pressure.
Technical/professional expertise required to do the job effectively and to create effective customer solutions to ensure an exceptional experience.
To work with diverse people, in diverse situations.
Set high standards of performance for self and have accountability for successfully completing assignments or tasks.

Nice To Haves

Associate's degree in related field and/or 2 to 3 years of related work experience, preferred.

Responsibilities

Respond to customer inquiries about Blackfoot products, services, and account status, including service history.
Process service orders, including service changes, technical requests, and account updates as needed.
Transfer non-basic billing inquiries to billing department and sales opportunities to sales team when needed
Serve as first-line technical support for residential customers experiencing voice and data connectivity issues with the goal being to resolve their issues on the first call.
Responsibilities include basic technical support and troubleshooting tasks, such as (but not limited to):
Utilizing programs such as the switch and access platforms to perform basic diagnostics/troubleshooting on voice and data services.
WiFi updates and email password resets
Modem/router reboots and basic configuration/provisioning
Wi-Fi connectivity troubleshooting
Basic Calix Cloud diagnostics (signal strength, device status, traffic, saturation, etc.)
Document all troubleshooting steps and customer interactions in ticketing system.
Escalate unresolved or complex technical issues to appropriate groups with complete documentation.
Coordinate with dispatch, convert and dispatch work orders for field technician assignments when on-site service or customer appointment is required
Ensure accurate recordkeeping across ticketing and customer management systems
Engage in cross-functional collaboration and training to improve service delivery.
Assist with porting related duties such as CSR’s, LSR processing, etc.
Perform other duties and responsibilities as required to fulfill job function or as assigned.

Benefits

comprehensive medical benefits plan
LTD
life insurance
an outstanding retirement pension plan plus a 401k plan that includes employer match
other employer paid benefits

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume