GENERAL SUMMARY

Assists Nex-Tech customers with questions and/or issues regarding services using various contact methods including phone, email, and chat. Troubleshoots customer technical issues and answers service-related questions. Enters pertinent information into the issue tracking database and updates billing system(s); submits service orders and trouble tickets. Follows up on customer issues, escalating as needed, and avidly works to deliver the highest level of customer service.

ESSENTIAL JOB FUNCTIONS

• TECHNICAL. Assists Nex-Tech customers with troubleshooting and issue resolution for all services. Provides technical troubleshooting by communicating with the customer using various means to identify the problem. Follows troubleshooting training and utilizes Knowledge Base and resources to systematically eliminate possible issues. Stays informed on communications and alerts to stay up-to-date on current issues. Coaches customers to resolve issues using available utilities. Seeks input from Tech Lead staff as needed to diagnose advanced issues. Is able to support Nex-Tech customers with all services within 90 days of start of employment at Nex-Tech. Effectively moderates Nex-Tech Classifieds listings within 180 days of start of employment.
• CUSTOMER SERVICE. Provides exceptional customer service while performing Help Desk duties. Maintains patience and a professional tone when speaking with customers. Resolves technical issues efficiently, following the issue from start to finish. Researches and escalates issues as needed to ensure resolution. Follows submitted trouble tickets and complex customer issues to ensure customer issue is resolved promptly and thoroughly. Returns customer calls, messages, emails, and other communications promptly to ensure the issue is resolved to the customer’s satisfaction.
• TEAM EFFECTIVENESS. Performs as an active member of the team, working to assure all duties and responsibilities are met to the best of their ability on each scheduled shift. This includes, but is not limited to, SID in-queue callbacks, Quality Assurance callbacks, Nex-Tech Classifieds moderations, voicemail retrieval and callbacks, and answering incoming calls, emails, and chats. Works efficiently and focuses on team service level goals by minimizing the use of non-work aux codes.
• DATA ENTRY AND TRACKING. Enters notes and pertinent details into issue tracking database(s), updates billing and provisioning system(s), and submits service orders and trouble tickets into the appropriate software. Follows submitted orders and trouble tickets to assure customer issues are resolved, and communicates issues to lead staff as needed.
• Stays informed on Company products and services, pricing, and technology. Studies troubleshooting techniques and maintains current industry knowledge. Stays informed on communication and alerts to assure current knowledge of issues.
• Performs other miscellaneous duties as assigned by management. Engages in regular and periodic reviews with supervisor. Accepts direction with positive attitude.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Company policies, procedures, departments, products, and services.
• Ability to provide customer assistance in a professional, friendly, knowledgeable, and courteous manner. Ability to listen to customers to determine questions and concerns and provide the customer with an acceptable resolution.
• Skill in analytical thinking and problem solving. Ability to think independently, research, analyze, and determine best course for issue resolutions
• Skill in oral and written communication.
• Ability to organize, prioritize, and handle multiple work assignments. Ability to complete work accurately under time constraints and deadlines.
• Ability to read, analyze, and interpret computer reports and data.
• Skill in operating various office equipment such as, copy machine, facsimile machine, mail machine, and multi-line telephone. Skill in operating a PC using database, word processing, and spreadsheet software
• Knowledge of PCs including software, hardware, maintenance, setup and networking fundamentals. Knowledge of home networking, network security, and general network technology.
• Knowledge of video entertainment equipment including VOD, HDTV, IPTV, set-top boxes and other video software/hardware.
• Knowledge of basic phone technology.
• Knowledge of technical troubleshooting methods. Ability to correctly diagnose and fix customer issues. Ability to expand troubleshooting skills and learn new methods and technologies
• Ability to function effectively as a team player. Following assigned work schedule with reasonable flexibility to meet Company service level goals Ability to meet department and Company standards for issue resolution, documentation, wait time, call handling goals, and other metrics.

EDUCATION AND EXPERIENCE

High school diploma or equivalent plus one year of business experience working with personal computers, software troubleshooting, Internet, help desk/call center, customer service, or the equivalent.

BACKGROUND CHECKS

This position requires a background check be conducted during offer status. Candidates must be willing to submit to a background check as part of a conditional offer.

MENTAL, EMOTIONAL, AND PHYSICAL REQUIREMENTS

The employee must have mental stability, emotional intelligence, and physical capabilities that enables the employee to meet all the requirements and qualifications of the position with or without a reasonable accommodation.

WE OFFER

• Enjoy a 2% flat contribution to your 401(k), regardless of participation
• 401(k) also includes Company Match up to 6%
• Paid Vacation and Sick Leave, with carry over
• Full coverage Health, Vision and
• Dental Insurance, with up to $6,000
• Health Savings Contribution option
• Free Nex-Tech Internet & discounted services
• Performance based Annual merit increase and profit sharing bonus
• Paid Maternity Leave
• Encouragement and tools for personal growth & more

Nex-Tech is an equal opportunity provider and employer.