Technical Support Agent

Matanuska Telecom Association Inc.•Palmer, AK

9d•Onsite

About The Position

We are searching for an experienced Technical Support Agent at our Palmer HQ facility. Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA Shield. This position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up.

Requirements

High School Diploma or GED required
Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices.
This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment.
Ability to type 45 words per minute is highly desirable.
Must be 18 years or older.
Must be able to pass Abilities assessment within 90 days of hire.
Must obtain MTA and Tech + Certification within 90 days of hire.
Must obtain Comp TIA A+ Certification within 1 year of hire.

Nice To Haves

IT Degree preferred
MTA Helpdesk, Tech + , A+, Net+, MCP, MCSE or CCNA Certification preferred
Six months experience in Support Center environment preferred.
Past System Administration experience strongly desired.
Strong analytical and problem-solving skills.
Ability to analyze and troubleshoot customers’ problems via, telephone, chat, email or other venues.
Ability to maintain knowledge of current industry standards and keep up with new technology.
Ability to communicate professionally, accurately, and effectively, both verbally, written, as well as on the telephone.
Ability to communicate professionally, accurately, and effectively using approved MTA communication platforms with team members, other departments, and leadership in a timely manner.
Ability to understand and respond to user questions in an effective and courteous manner.
Ability to convey technical procedures and directions in layman’s terms.
Ability to multi-task in a high stress working environment while remaining fluid to the demands of our customers and internal agents.
Ability to work and excel in a team environment.
Advanced knowledge in all currently supported operating systems Android, iOS, Windows, Macintosh, Internet Explorer, Safari, Chrome, various Email clients, and connection programs.
Advanced knowledge in personal computer operations, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office, Word, Excel, Access, PowerPoint, etc.).
Advanced knowledge of Internet threats such as worms, viruses, hacks, Trojans, hijackers that could affect our customer’s ability to utilize our product effectively.
Strong understanding of how DNS, POP3, IMAP and SMTP function along with other various networking protocols and ports.
Advanced knowledge of network LAN, WAN and Wi-Fi based technologies.
Understanding of, sensitivity to and respect for the diverse economic, cultural and ethnic backgrounds of the company’s customer base.

Responsibilities

Provide professional, courteous, prompt, and accurate support to customers.
Document, communicate, analyze, and troubleshoot reported problems.
Determine proper solutions and guide customers through corrective actions.
Respond to user questions and inquiries via telephone, email, web, or other communication methods.
Monitor, follow up and communicate information to customers as appropriate.
Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers.
Support and review any Wi-Fi issues in customer premises and utilize tools to mitigate any service issues with MTA services.
Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices.
Simultaneously use a wide range of MTA’s application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support.
Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity.
Maintain a high level of familiarity with constantly evolving MTA’s products and services to allow for analysis, troubleshooting and sales processes.
Support all Field Support Technicians.
Refer unresolved service issues to the Business/Field Dispatch Triage team.
Provide input for updating the Support Center information and knowledge database.
Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems).
After trouble resolution, review, research, and make recommendations to supervisor for customer credit requests.
Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages.
Provides status updates to appropriate work groups in a timely manner.
Provide a professional demeanor at all company events.
Perform other duties as assigned.