Technical Support Specialist I
Great Plains Communications•Blair, NE
•Hybrid
About The Position
Great Plains Communications is hiring a Technical Support Specialist in Blair, NE / Omaha metro area to serve as a Tier 2 escalation point for internet and voice services. Key duties include resolving escalated customer issues, analyzing premise equipment, and coordinating with field and service assurance teams. This role is with a premier fiber-driven technology provider with a 19,000-mile network delivering reliable solutions to nearly 200 communities.
Requirements
- High school diploma or equivalent (additional technical training preferred).
- Two years of experience with internet-related computing systems and IP networks.
- Experience working in a multi-faceted network handling voice, video, and data.
- Six or more months of experience in a customer service role.
Responsibilities
- Resolve complex customer problems for internet, voice, IP video, wireless, and home security.
- Handle escalated tickets and transferred calls from Tier 1 support.
- Troubleshoot customer premise equipment like modems, routers, and firewalls.
- Create internal trouble tickets and route them to local technicians when needed.
- Communicate with the Service Assurance team about large-scale outages.
- Help improve Tier 1 troubleshooting by creating procedures and training.
Benefits
- Competitive salary
- Comprehensive benefits package
- Culture focused on professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
