Technical Support Representative

CDE Lightband • Clarksville, TN

1d • Onsite

About The Position

CDE Lightband, the municipal power provider for the City of Clarksville, offers electric, television, Internet, and phone service to customers within the city limits. CDE Lightband serves over 86,000 metered homes and businesses with electric service and more than 30,000 customers with broadband services over our Fiber-to-the-Premise Network. We are seeking energetic, professional, and courteous individuals to join our Broadband Customer Support team as full-time Technical Support Representatives. The ideal candidate is knowledgeable or capable of training in broadband support for phone, internet, and cable, and has a strong drive to deliver an exceptional customer experience.

Requirements

• High School Degree or Equivalent
• Experience in Customer Service, Call Center, Dispatch, or similar high-favored
• CPR/AED or ability to obtain upon hire
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job is also considered
• Knowledgeable of Customer service principles and practices
• Skilled in Basic Computer and related software applications
• Skilled in the Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;
• Skilled in reading and comprehending training documents
• Skilled in organizing and presenting data
• Ability to provide a high level of customer service through verbal and written communication
• Ability to work independently and individually, and to accept responsibility and account for his/her actions
• Ability to communicate clearly and concisely, both in writing and through the spoken word.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
• Ability to pay attention to the minute details of a project or task
• Ability to identify and correct conditions that affect employee safety
• Fingering (fine dexterity)
• Handling (grasping, holding)
• Repetitive Motion
• Reaching
• Extended Periods of Sitting
• Speaking clearly to be understood on the telephone & hearing a response
• Sit
• Stand
• Bend
• Walk

Nice To Haves

• Knowledgeable or capable of training in broadband support for phone, internet, and cable

Responsibilities

• Provide basic customer support for CDE Lightband broadband customers, answer general questions regarding CDE Lightband operations, record and accurately organize information regarding service issues, interruptions, and outages; accumulate and organize information from the automated outage management system, place and return calls to customers as needed; conduct all work in a professional, courteous, and civil manner with a helpful and friendly approach
• Coordinates and dispatches information between customers, data management system, and after-hours personnel; notifies after-hours crews of outages, issues, or other pertinent information; records information accurately;
• Prepares necessary reports and reports; follows up on customer issues with appropriate business personnel; reports as needed
• Communicates and explains CDE Lightband billing, receipt, and payment systems as needed
• Performs other duties as assigned, of a similar nature, or to provide assistance as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees