Technical Solutions Advisor Trainee

EPB • Chattanooga, TN

1d • Hybrid

About The Position

The Technical Solutions Advisor Trainee is an entry-level role responsible for providing professional customer service via phone call, e-mail, web chat, or SMS contacts in a contact center environment, while participating in a structured training program. The trainee develops proficiency in systems, core job functions, complex order processing, and technical troubleshooting while supporting the objective of achieving 100% customer satisfaction through effective communication with customers, clients, contractors, and vendors. Technical Solutions Advisor Trainees are designated as disaster recovery employees and may be required to work remotely on a periodic basis in accordance with the Work at Home Call Center Policy.

Requirements

• Any combination of education and work experience equivalent to graduation from high school and/or any other combination of education, training, or experience that provides the required technical knowledge, skills, and abilities.
• 1 year of related experience or training in a technical environment.
• Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
• Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
• Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS
• Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
• Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
• Antivirus Software – familiarity with the function and operation of popular antivirus software suites.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
• Strong working knowledge of common technical issues to offer support when needed.
• Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
• Self-motivated with a can-do attitude.
• Ability to demonstrate professionalism and optimism via verbal communication with peers and end-users.
• Ability to show technical knowledge through pre-employment assessments.
• Ability to adapt to new procedures with minimal interruption.

Responsibilities

• Learn basic systems and tools used for documenting customer interactions, processing trouble reports, and navigating support platforms.
• Develop a foundational understanding of company policies, procedures, and departmental guidelines.
• Build introductory knowledge of RF, IPTV, streaming video, internet access, and telephone services.
• Participate in observation and limited phone training to become familiar with customer interactions and communication expectations.
• Acquire in-depth knowledge of Tier 1 troubleshooting processes for residential customers.
• Receive training on how to conduct in-depth customer interviews to identify and diagnose service issues.
• Learn escalation procedures and when to engage internal and external support teams appropriately.
• Begin handling customer contacts full-time under direct coaching and supervision.
• Demonstrate full understanding of EPB’s Guiding Principles and have successfully acclimated to working in a professional business environment.
• Successfully complete a one-on-one mentorship with an existing Technical Solutions Advisor.
• Pass all assessments given during training with an 80% higher, including a final exam.
• Apply learned troubleshooting skills to resolve service issues, document interactions accurately, and follow up to ensure customer satisfaction.
• Practice prioritizing and managing multiple open issues across different communication channels simultaneously.
• Receive ongoing feedback and coaching to improve technical performance and customer communication.
• Move to full shift integration on the call center floor, working on a typical Technical Solutions Advisor schedule including availability in a 24/7/365 environment.
• Transition to full production and schedule requirements.
• Apply all acquired skills to provide Tier 1 and Tier 2 support, with occasional Tier 3 exposure as appropriate.
• Demonstrate the ability to identify recurring problems, recommend permanent solutions, and position EPB and broadband partners as providers of choice.
• Successfully complete the trial employment period to transition into the permanent Technical Solutions Advisor role.
• After becoming a Technical Solutions Advisor, must be available to work any assigned shift in a 24/7/365 call center work environment.
• Available to work at least 70% of the time when asked.

Benefits

• Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
• Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
• Funding a Financial savings program that helps you plan your future - 401K
• Volunteer Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees