Tech Support Rep Tier 1

Schurz Communications • Wabasha, MN

7d • Onsite

About The Position

At HBC, we have the job for you! We have an immediate opening for a Technical Support Representative. This position is responsible for providing quality support for our customers. In this role you will have the opportunity to respond to calls, analyze and troubleshoot issues, create and resolve tickets, and escalate issues to specific departments.

We are looking for motivated individuals who can deliver an exceptional “HBC customer experience” that is second to none. Opportunities for advancement, a robust benefits package, and a friendly atmosphere await.

Requirements

• High school diploma or GED equivalent
• Valid and clean driver's license
• Familiarity with PCs is important
• Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
• Ability to analyze, identify, prioritize and solve problems is required.
• Understanding of networking terms.
• Good customer relations and communication skills are required.
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation

Nice To Haves

• A+ certification is a plus.
• Understanding of networking terms.
• Familiarity with Macs is a plus.
• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.

Responsibilities

• Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.
• Monitor and respond to Support emails
• Enter the calls in Help Desk tracking software, including detailed information.
• Routinely check voicemail
• Respond to customer generated tickets and email support requests.
• Provide support for any cable modem or digital phone issues.
• Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times
• Comply with company policies and specifications
• Perform other duties as assigned

Benefits

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

What This Job Offers

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