Technical Support Advisor (Remote-US)
About The Position
TDS Telecom is currently seeking Technical Support Advisors to join our team. This is a 100% remote work from home position in any of the 40+ US states in which TDS has a presence! We will provide the equipment! As a Technical Support Advisor, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will support TDS customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service. Details: Starting Pay: $18.50 Shifts for this position will be required to work Saturday and/or Sunday. Start date: July 6th, 2026 5 weeks of paid remote onboarding and training Monday-Friday from 8:00am-4:30pm CST Starting shift times will vary with many having late evening hours (additional $1 for shifts starting after 11am) We expect perfect attendance during a 5-week onboarding/training to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve! At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?
Requirements
- 1+ year customer service, help desk, troubleshooting or call center experience.
- Must follow the TDS attendance guidelines in order to meet TDS’s business needs, including but not limited to our obligations to our customers and to our customers’ needs.
Responsibilities
- Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
- Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues.
- Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble.
- Assist customers with Internet configurations and settings.
- Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
- Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
- Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
- Maintain knowledge of relevant TDS product offerings and technology.
- Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks: Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
- Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
- Educate customers in order to reduce repeat customer calls
- Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
- Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
- Participate in project team initiatives and subject matter expert tasks
- Application testing
- Assist management with technical training
- Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
- Knowledge Base and process document enhancement recommendations
- Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
- Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions.
Benefits
- Medical, Dental, Vision coverage starting on day 1 of employment!
- Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
- Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
- Discounts on TDS services
- Tuition assistance after working with TDS for 1 year
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Life Insurance
- 401(k) Plan
- Generous Vacation & Paid Sick Leave
- Seven Paid National Holidays & One Floating Holiday
- Paid Parental Leave (6 weeks after 12 months of employment)
- Adoption & Surrogacy Assistance
- Employee Assistance & Wellness Programs
- Short-Term & Long-Term Disability
- TDS Service Discounts
- Education Assistance
- Paid Volunteer Time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
