Technical Assistance Center Agent

Description

THIS IS A REMOTE POSITION, HOWEVER THE SUCCESSFUL CANDIDATE WILL BE LOCATED IN FLORIDA, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY, MISSOURI, NORTH CAROLINA, SOUTH CAROLINA, TENNESSEE, OR TEXAS.

Are you ready to embark on a journey where every day brings new challenges and opportunities for growth? Join us at Clearwave as a Technical Assistance Center Agent and become an integral part of our dynamic team!

At Clearwave, we believe in fostering an environment where learning never stops and where every interaction with our customers is an opportunity to shine. As a TAC Agent, you'll be at the forefront of our mission to deliver top-notch customer service while supporting our cutting-edge fiber optics technology.

Here's what a typical day as a Technical Assistance Center Agent looks like:

• You'll be the go-to person for answering a high volume of calls from both customers and colleagues, providing timely and accurate assistance with a variety of inquiries and technical issues.
• Using your problem-solving skills and technical expertise, you'll tackle complex diagnostic troubleshooting to resolve voice and data service issues for our residential and business customers.
• Your goal? Achieve first call resolution while delivering exceptional service with a sense of urgency, ownership, and accountability.
• Armed with a suite of software applications, you'll efficiently manage customer account information and diagnose technical difficulties with ease.
• Communication is key! You'll interact with customers and colleagues alike in a professional manner, setting clear expectations and ensuring a positive experience for all.
• But that's not all – you'll also have the opportunity to assist other departments, provide training to new employees, and contribute to the continuous improvement of our operations.
  
  

We're looking for individuals who are passionate about technology, thrive in a fast-paced environment, and are committed to delivering excellence in customer service. If you're ready to take your career to the next level and be part of a team that values collaboration and innovation, then we want to hear from you!

Join us at Clearwave and let's shape the future of fiber optics together. Apply now and embark on a rewarding journey where every day is an opportunity to make a difference!

Requirements

Minimum Qualifications:

Are you ready to take on this exciting opportunity? Here's what we're looking for in our ideal candidate:

• Previous telecom experience preferred: While not mandatory, previous experience in the telecommunications industry is highly valued.
• High school diploma or equivalent: A solid educational foundation is essential for success in this role.
• 2 years of similar work experience: We're seeking candidates with at least 2 years of experience in a similar role, ideally in a customer service or technical support capacity.
• Minimum of 6 months experience supporting business-level customers: Experience working with business-level customers is a plus, as you'll be providing support across various customer segments.
• Must have the ability to understand broadband service offerings: A strong understanding of broadband technologies such as cable modems, Digital Subscriber Line (DSL), and Fiber to the Home (FTTH) is crucial. You should be able to effectively communicate these technologies to our customers.
• Must be a self-starter: We're looking for individuals who can work autonomously, think independently, and take initiative in solving problems.
• Proficient in personal computer use: Strong computer skills, including good keyboard proficiency, are essential for success in this role.
• Excellent interpersonal communications skills: Effective communication is key. You should have a proven ability to listen to and understand customers, as well as collaborate effectively with colleagues in a team environment.
• Regular, consistent, and punctual attendance: Reliability is important to us. We expect all team members to maintain regular attendance and punctuality.
• Must be able to work nights and weekends: Flexibility is key in our industry. You should be willing and able to work a variable schedule, including nights, weekends, holidays, and overtime as necessary.
• Must be able to troubleshoot thoroughly complex business customers: You'll be dealing with a range of customer issues, including complex ones. We're looking for individuals who can dive deep into troubleshooting to resolve these issues effectively.
  
  

If you meet these qualifications and are ready to take your career to the next level, then we encourage you to apply today and join us at Clearwave as a Technical Assistance Center Agent!

Additional Qualifications Desired

In addition to the minimum qualifications, the following skills and experiences would be highly beneficial:

• Experience in the Telecommunications industry supporting voice, data, and video services: Previous experience in telecommunications, particularly in supporting a range of services such as voice, data, and video, would be advantageous.
• Experience diagnosing PC hardware, software, operating system, and cable modem and cabling issues: A strong background in diagnosing and troubleshooting PC hardware, software, operating system, and cable modem issues will be valuable in this role.
• Familiarity with basic Telco terms and infrastructure: Knowledge of basic telecommunications terminology and infrastructure will aid in understanding and resolving customer inquiries.
• Prior call center experience highly preferred: Previous experience working in a call center environment, especially in a technical support capacity, would be highly preferred.
• Excellent knowledge of Windows and Macintosh operating systems: Proficiency in both Windows and Macintosh operating systems is desirable, along with a good understanding of internet/IP, web browsers, e-mail, and other PC applications.
• Knowledge of Service Order and Billing process: Familiarity with service order and billing processes within the telecommunications industry is advantageous.
• Experience with different Applications Sales or upselling experience: Experience in applications sales or upselling would be beneficial in providing additional value to our customers and driving business growth.
  
  

Additional Qualifications

Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
  
  

Unlock Your Potential with Clearwave Fiber

At Clearwave Fiber, we recognize the invaluable contributions of our associates in propelling our company forward. As a token of our appreciation, we offer an exceptional benefits package designed to honor your dedication and support your wellbeing.

Elevated Benefits Package

Performance-Based Rewards: Join our team and unlock a rewarding career path with our performance-based rewards system, featuring a competitive compensation package that includes a base salary and bonus plan.

Comprehensive Health Coverage: From day one, access medical, dental, and vision plans to safeguard your health and that of your loved ones.

Financial Security: Enjoy company-paid life insurance, with options for additional coverage, alongside company contributions to HSA/HRA accounts, with an FSA plan available.

Generous Time Off: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring a healthy work-life balance.

Investment in Your Future: Participate in our 401(k) with matching contributions, vested upon hire, paving the way for a secure financial future.

Safety Nets: Benefit from company-paid short-term and long-term disability plans and an Employee Assistance Plan for added peace of mind.

Enhanced Perks

Connectivity Benefits: Enjoy complimentary Clearwave Fiber services if you reside within our service area, bringing high-speed connectivity to your fingertips. In addition, you are provided with a laptop and cell phone and mileage reimbursement.

Recognition & Support: Join our Clearwave Connections program, where associates are celebrated for their contributions, and access 24/7 Health Advocate support at no cost to you.

Wellness & Protection: Explore voluntary plans for accident, critical illness, hospital indemnity, and legal services to further safeguard your health and financial wellbeing.

Collaborative Environment: Thrive in a supportive and collaborative work culture that values diversity, inclusion, and teamwork.

Our Core Values

Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

About Us

Clearwave Fiber, a leading provider of 100% Fiber Optic Internet services, is expanding its network across the Midwest and Southeast regions. Backed by strong investment partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and unparalleled customer service. Join our team of over 300 colleagues dedicated to shaping the future of connectivity.

Pre-hire Assurance

Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.

Equal Opportunity Employer

Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.

Join The Clearwave Fiber Family

If you're passionate about delivering extraordinary customer service and thrive in a remote work environment, we'd love to hear from you. Join our team at Clearwave Fiber and be a part of something great.