Tier 1 Support

I3 Broadband LLC • East Peoria, IL

1d

About The Position

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services.

Requirements

• Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results.
• Inquisitive and analytical with a passion for technology.
• Delight in providing outstanding customer satisfaction.
• Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Must be computer proficient with a basic and diverse understanding of consumer electronics.
• Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries.
• Ability to work independently and maintain confidentiality.
• Ability to handle and prioritize multiple tasks each day.
• Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand.
• Must be detail-oriented and work as part of a team.
• Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule.
• Willing to train, accept feedback and learn the job according to i3 standards.
• High School diploma/GED
• Must have a clean driving record and the ability to pass a criminal background check.

Nice To Haves

• No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.

Responsibilities

• Handle customer inquiries promptly and effectively through various communication channels.
• Maintain up-to-date and accurate customer records.
• Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
• Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
• Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments.
• Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support.
• Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
• Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times.

What This Job Offers

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