Technical Support Representative

Conexon • Kansas City, MO

4d • Onsite

About The Position

Conexon Connect is a fast-growing internet service provider that works alongside Rural Electric Cooperatives to deliver and operate advanced fiber-to-the-home networks. Its mission is to bring high-speed internet and phone service to Rural America and provide exceptional customer service. The Technical Support Representative works in a fast-paced, in-person call center, supporting subscribers of fiber-to-the-home networks. The representative responds to customer calls and emails, analyzes and troubleshoots technical issues, and provides resolutions. The role is on-site, full-time, and has a fixed schedule, though some irregular hours and occasional overtime may be required. It is non-exempt and does not require travel. The position is performed in normal office conditions, with most time spent using a computer and phone.

Requirements

• High school diploma or equivalent.
• Excellent customer service and problem-solving skills.
• Attention to detail.
• Strong communication skills and the ability to remain calm and professional in all circumstances.
• Ability to multitask between systems and adapt to change.
• Ability to work independently and as part of a team.
• Analytical thinking and technical aptitude.

Nice To Haves

• Associate degree or higher.
• Telecommunications industry experience.
• Previous customer service or technical support experience.

Responsibilities

• Provide daily support to Conexon clients by phone, email, or chat.
• Communicate clearly and effectively with end users, colleagues, and management to resolve issues quickly and ensure customer satisfaction.
• Coordinate with other departments to resolve customer issues and determine next steps or final completion of customer cases.
• Identify problems, develop solutions, and carry out step-by-step troubleshooting procedures.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Perform other duties as assigned to fulfill the objectives of the position.

Benefits

• Three weeks of paid time off.
• Comprehensive benefits package, including health, dental, and vision coverage.
• Life insurance.
• Short-term and long-term disability insurance.
• Retirement benefits.

What This Job Offers

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