Twin Lakes Communications (Twin Lakes) is seeking an energetic customer oriented Technical Support Representative to provide help desk support to our valued customers. A Technical Support Representative will provide first level technical support in a collaborative work environment utilizing various communication methods. This position may respond to service tickets, inbound emails and phones calls, and work directly with customers to provide day to day account support, problem resolution, research, and analysis. This is a call center environment requiring professional level customer service. Technical Support Representatives may be required to work evenings, weekends, and to be on-call as scheduled.
The successful candidates will be adaptive problem solvers with well-balanced technical experience who possess effective communication and time management skills while working in a team environment. Candidates must possess strong oral/written communication, organizational, decision-making, customer service, and problem-solving skills with the ability to handle multiple tasks and work under pressure. The successful candidates must be team players within the organization with a commitment to excellence, integrity, and driven by results. A Technical Support Representative acts as the voice of the Company when interacting with customers.
Functions and Abilities of the Position*:
Provide technical assistance to answer questions or resolve problems for customers and/or technicians over the phone.
Assist with installation and testing of customer premise equipment over the phone.
Utilizes team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of customer issues.
Remotely monitors Network Management Systems to proactively identify and resolve network issues before customers call support.
Effectively and clearly document all questions, issues and requests in an internal ticketing system.
Performs all record keeping functions as directed, including but not limited to, detailed comments on service orders, trouble tickets, time sheets, work report, expense reports, and timely updates to plant records.
Comprehensive knowledge of personal computer uses and solid understanding of basic IT concepts.
Proficient in using and supporting common IT related systems, including various versions of Microsoft Windows, Office (Word, Excel, Outlook email, etc.), macOS, mobile devices, networking components, remote access software, and antivirus software.
Ability to communicate moderately complex technical information, ideas, and results effectively in both oral and written form.
Ability to work days, evenings, and weekends, and to be on-call as scheduled.
*Functions and abilities listed are not all inclusive of the job description.
The successful candidates for this position should have a High School diploma or equivalent. Candidates possessing IT certifications and technical support experience are preferred.
Applications for this position must be submitted on the Twin Lakes website at https://careers.twlakes.coop/recruitmentApply/jobs.html. Questions can be directed to firstname.lastname@example.org.
Online applications and resumes will be accepted until December 22, 2017.
Twin Lakes is an Equal Opportunity Provider and Employer.