Tier 1 Support

I3 Broadband LLC•East Peoria, IL

11h•$17 - $19

About The Position

Tier 1 Support Specialists provide technical support to residential and business customers, as well as staff, across i3 Broadband service areas. They answer questions, troubleshoot issues, and help customers use i3 Broadband products and services. The role handles inquiries through multiple communication channels, documents customer interactions in a ticketing system, and escalates issues to Tier 2 when needed. Specialists also participate in the Tier One Support team's on-call rotation and must be prepared to address technical issues while on call.

Requirements

Willingness and desire to work in a fast-paced environment while maintaining attention to detail and quality results.
Inquisitive and analytical approach, with a passion for technology.
Commitment to providing outstanding customer satisfaction.
Excellent verbal and written communication skills and a friendly, professional demeanor.
Computer proficiency and a basic, diverse understanding of consumer electronics.
Ability to navigate multiple screens to access and record information needed to resolve inquiries.
Ability to work independently and maintain confidentiality.
Ability to handle and prioritize multiple tasks each day.
Strong documentation skills, including the ability to produce clear, comprehensive written instructions and technical documentation.
Attention to detail and ability to work as part of a team.
Availability to work occasional nights, weekends, and holidays to fulfill the team schedule.
Willingness to train, accept feedback, and learn the job according to i3 standards.
High school diploma or GED.
Clean driving record and ability to pass a criminal background check.

Nice To Haves

Previous customer service or IT-related experience, such as IT helpdesk experience.

Responsibilities

Handle customer inquiries promptly and effectively through various communication channels.
Maintain accurate, up-to-date customer records.
Collaborate with coworkers and other departments to provide efficient, outstanding customer service.
Support customers by email and inbound and outbound calls, including following up on inquiries and verifying customer satisfaction.
Use the ticketing system to document customer interactions, technical-assistance requests, resolution steps, and scheduled appointment time frames.
Educate and assist customers with troubleshooting i3 Broadband-provided equipment and basic home networking.
Escalate issues to Tier 2 as needed to help diagnose network issues.
Communicate and document important issues and information to help improve team performance.
Participate in the on-call rotation and address technical issues while on call.