What are the responsibilities and job description for the Technical Support Representative position at Conexon?
Description
Conexon Connect is a fast-growing internet service provider that works alongside Rural Electric Cooperatives to deliver and operate advanced fiber-to-the-home (FTTH) networks across the country. Our mission is to bring high-speed internet and phone service to Rural America and ensure exceptional service for every customer we support. Our team is driven by purpose, collaboration, and a commitment to bridging the digital divide. As we expand into additional states and communities, we’re seeking team members who are excited to help us make a lasting impact by transforming rural communities with the power of high-speed internet, mile by mile of fiber to the home.
The Technical Support Representative will work in a fast-paced in person call center environment providing general support to subscribers of some of the most advanced fiber to the home networks in the world. This representative will take incoming calls or emails from customers and offer resolutions by analyzing, troubleshooting and resolving technical issues. We are looking for a talented technical support representative to join our dedicated team and provide the exceptional customer service that is the foundation of our growing company. You can enjoy the satisfaction of using your skills to help people while working in a positive and encouraging office environment.
Location: On-Site
Job Type: Full- time
Schedule: Fixed, some irregular hours may be required
Overtime: Occasionally
FLSA Status: Non-Exempt
Travel: No
Requirements
- High school diploma or equivalent required
- Excellent customer service and problem-solving skills
- Detail oriented individual
- Strong communication skills and ability to remain calm and professional in all circumstances
- Ability to multitask between systems and adapt to change
- Must be able to work independently and with a team
- Analytical thinker with technical aptitude
Preferred
- Associate degree or higher
- Telecom industry experience a plus
- Previous customer service/or technical support experience
Job Responsibilities
- Provide daily support to Conexon clients via phone, email, or chat
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Interact and coordinate with other departments to resolve customer issues with the ability to determine further action or final completion on customer cases received
- Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
- Perform other duties as assigned to fulfill the objectives of this position
Physical Requirements
- Normal office conditions
- Majority of time spent on the computer and phone
Standard Company Benefits Include
- Three (3) weeks of paid time off
- Comprehensive benefits package, including health, dental, and vision coverage
- Life insurance
- Short-term and long-term disability insurance
- Retirement benefits