Part-time Technical Support Specialist - flexible hours

Great Plains Communications•Omaha, NE

22d•Hybrid

About The Position

Great Plains Communications is seeking a Part-time Technical Support Specialist to provide an escalated level of technical support for their Internet and Voice lines of business. This role serves as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians. The specialist will also communicate with the GPC Service Assurance team regarding widespread residential service outages and identify areas for improvement in Tier 1 troubleshooting, providing procedures and training as needed. This position offers flexible hours and is ideal for college students or stay-at-home parents, working 30 hours per week. Initial in-office training is required for the first 6-8 weeks, after which there is an option for fully remote work. Occasional in-house meetings may be required.

Requirements

High school graduate or equivalent
Additional technical training
2 years’ experience with Internet-related computing systems (PCs and servers) and IP networks
Experience in a multi-faceted network (Voice, Video, Data)
6+ months experience in a customer service environment

Responsibilities

Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems
Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.
Provides end-to-end resolution of all escalated tickets in a timely manner.
Answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services.
Creates internal trouble ticket that is routed to local technician.
Monitors ticket close times to assure prompt resolutions.
Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively.
Follows appropriate processes for problem documentation, assignment, escalation, and tracking.
Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc.
Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately.
Answers calls and interacts with all customers in a friendly and professional manner.
Interacts with GPC field personnel to provide resolutions to customer-related Internet service problems.