Technical Support Analyst
About The Position
As a Technical Support Analyst, you work with a team of tier 2 technical support analysts. You provide support, technical assistance, and training to end users primarly via phone. You will provision, configure, and manage software used to support Help Desk functions for all Fiber-related services. You will assist our customers with any questions or issues they have with our products or services. As you take phone calls and respond to inquiries, you attentively listen to our clients and isolate the problems you can address. Because you are knowledgeable about field services and network operations, you are able to troubleshoot effectively and efficiently. Customer satisfaction is your top priority, so you are proactive about anticipating current and potential needs. You are motivated to develop your own skills, which you achieve by attending regular team meetings and training. You feel great about helping our ISP company provide exceptional customer service for our customers!
Requirements
- High school diploma or equivalent
- 1-2 years of end user support/troubleshooting experience
- Thorough knowledge of networking essentials
- Strong analytical abilities
- Professional office experience
- Valid driver's license
- Ability to stand, walk, kneel, crouch, or sit for prolonged periods of time as well as the ability to lift and carry up to 50 pounds
Nice To Haves
- Bachelor's degree
- Two or more years of experience
- Ability to integrate business and industry knowledge into your job
- Ability to build working relationships characterized by a high level of acceptance, cooperation, and mutual respect
- Ability to flourish with both independent and collaborative work
Responsibilities
- Provide support, technical assistance, and training to end users primarily via phone
- Provision, configure, and manage software used to support Help Desk functions for all Fiber-related services
- Assist customers with questions or issues with products or services
- Troubleshoot effectively and efficiently
- Anticipate current and potential customer needs
- Attend regular team meetings and training
Benefits
- Health
- Dental
- Vision
- Life insurance
- Long-term disability
- Short-term disability
- Tuition reimbursement
- 401(k) match
- Pension program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
