Description

Job Summary:

FOCUS Broadband is seeking an enthusiastic technical problem-solver to join our team as a Communication Services Specialist Level II (CSS Level II) employee. In this role, you will guide our customer service experience by assisting customers through installs, repairs, and technical troubleshooting while booking on-site maintenance if needed. While no day at FOCUS Broadband is the same, CSS Level II employees frequently process service orders, dispatch trouble reports and/or work orders, receive incoming customer and co-worker trouble calls, and troubleshoot each repair call before dispatching to field technicians. The ideal candidate for this opportunity will be organized and able to communicate clearly and concisely while having a multifaceted workflow in a fast-paced work environment.

Please Note: This position has set hours: 8:00 AM to 5:00 PM. A rotating on-call coverage schedule extends to 10:00 PM and is worked remotely. There are 3 schedule options for this position, determined by customer and product demand. The available schedules are Sunday - Thursday, Monday - Friday, or Tuesday - Saturday, offering remote and in-person schedules available. Please remember this schedule is subject to change.

Requirements

• Ability to work in a fast-paced environment with distractions (Multitasking is necessary).
• Clear ability to communicate with customers, co-workers, and various business contacts professionally and courteously.
• Ability to work Saturdays, Sundays, and Holidays as scheduled.
• A common understanding of Telephone, Cable TV, Streaming services, Internet, and WiFi.
• Ability to receive customer requests by telephone and/or email escalations.
• Strong knowledge of Microsoft Windows Applications, Networking Hardware, and Topologies
• Ability to diagnose customer equipment issues and networking problems, which include computers, printers, routers, Ethernet, TCP/IP, switches, streaming devices, and security systems.

Minimum Qualifications:

• A high school diploma or equivalent is required. An associate degree in a related technical field is preferred.
• CompTIA Network Certification preferred.
• 2-3 years previous dispatching work preferred.
• 2-3 years previous call center experience preferred.
• 2-3 years of previous work with ticketing software preferred.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina’s largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Merge TV, Wireless Security, and more.

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County with planned expansions into Columbus, Duplin, Pender, Chowan, Perquimans, Hoke, Bladen, Scotland, and Robeson Counties portions.

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 300 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a “Local Company with Local Priorities.”

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive Salaries
• Includes a robust 401k with company contribution and a competitive tiered company match.
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and Long-term Disability coverage.
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life.
• On-Site Clinic: available Monday-Friday
• Wellness Bonus Program - including Gym Reimbursement
• Tuition Reimbursement
• Generous PTO & Paid Holidays