Tech Support Technician (Tier One)
Job Title:
Tech Support Technician (Tier One)
Company Name:
Barry County Telephone / MEI Telecom Services
Job Description:

General Summary:

Support customers over the phone by answering technical questions concerning voice and data troubles. 
Essential Job Functions:

Being on Time is Key our business office hours are 8:00 a.m. to 4:30 p.m. Eastern Monday through Friday. We require that our representatives are available when we open our office to serve our customers at 8:00 a.m. Therefore, it is expected that computers are turned on and representatives are logged in to perform this essential job function. (Holidays are defined in the Employee Handbook and absences must follow the call-in procedures provided.)
Manage all incoming calls and customer follow up calls.
Identify and assess customers’ needs to achieve satisfaction.
Provide excellent customer service by assisting customers in the troubleshooting of hardware and software problems over the telephone.
Provide technical assistance to customers to ensure the effective use of all services and programs provided by the company.
Document customer interactions through detailed comments noted on customer accounts.
Provide accurate and complete information by using the tools provided in call coaching.
Be courteous and professional with each customer that calls in. Go the extra mile to engage customers.
Analyze customers’ needs and up sell products based on those needs.
Coordinate all daily activities on a continuous basis with outside technicians in order to keep service orders and troubles prioritized.
Attend all staff trainings to ensure continuing knowledge and understanding of services and products offered.
Continue to show improvement in all job functions and responsibilities through utilization of resources, training materials and opportunities provided both within the Company and from outside research.
Alert supervisor if assigned work equipment is suspected to be in need of maintenance or repair.
Assist other employees as needed.
Perform all other related duties as assigned by manager. 
Knowledge, Skills and Abilities:

Knowledge of telecommunications technology, products and services.
Knowledge of company policies and procedures.
Knowledge of company products and services.
Skill in operating various types of office equipment such as personal computer, various software programs and telephone systems.
Skill in identifying and resolving subscriber problems.
Skill in oral and written communication.
Ability to accurately troubleshoot technical issues occurring with customer premise equipment through telephone communications with BCTC & MEI Telecom clients.
Ability to communicate with customers, employees and various business contacts in a professional and courteous manner.
Ability to organize and prioritize multiple work assignments.
Ability to pay close attention to detail.
Ability to make sound decisions using information at hand.
Ability to create a team environment and sustain employee morale.
Ability to adapt to change quickly, utilizing a positive, professional attitude.
Ability to keep Company and customer information confidential according to Company’s nondisclosure policy and CPNI guidelines. 
Education and Experience:

High School diploma or equivalent.
2+ years customer service experience

Job Location:
Delton, MI
Contact Information:
Debra Vaughan

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