Technical Service Representative 1

Armstrong Group • Butler, PA

4d • Onsite

About The Position

Join a family-owned company that is a leader in its industries and committed to employee success. This role offers opportunities for learning, growth, and career building while contributing to the company's continued success. The successful candidate will work independently and as part of a team, handling customer interactions with patience and courtesy, even during challenging situations. Effective verbal and written communication, quick logical thinking, and efficient multi-tasking are essential. Adherence to the established escalation policy is also critical.

Requirements

• High school diploma or general education degree (GED) required
• Advanced computer skills required; proficiency navigating between multiple windows is necessary
• Strong typing, verbal and written skills are necessary for success
• Familiarity with desktop and mobile operating systems as well as security software packages
• At least 6 months of experience in a customer service, retail or helpdesk environment
• Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
• Motivated and dependable person with strong work ethic and a high degree of integrity
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Ability to work flexible afternoon/evening weekday and/or weekend shifts

Nice To Haves

• Certifications or degrees preferred

Responsibilities

• Resolve customer inquiries over the telephone
• Handle internet and telephone troubleshooting inquiries
• Support email platforms including webmail, mobile devices, and software clients
• Accurately enter work orders and tickets, updating customer accounts and contact information
• Troubleshoot wired and wireless networks including Plume and Armstrong streaming devices
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Use provided training materials and job tools to quickly and accurately resolve customer issues
• Accept and process customer payments
• Additional duties or responsibilities may be assigned as necessary

Benefits

• Competitive hourly wage
• Free/discounted services
• Medical insurance available
• Dental insurance available
• Vision insurance available
• Award-winning, positive work environment
• Opportunity for advancement
• Employee recognition programs
• 401(k) plan participation

What This Job Offers

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