What are the responsibilities and job description for the NineStar Connect - Support Center Technician position at Wabash Valley Power Alliance?
Company Description
NineStar Connect is an innovative community-minded, communications, energy, water, and sewer cooperative. We provide the infrastructure that empowers thoughtful development and improves quality of place in Central Indiana. We believe that no matter where you choose to live or work, you should have access to high quality utility services that allow you an opportunity to thrive.
Career Development:
- We value employees that have a desire to learn and provide reimbursement funds for continuing education. We’re also committed to in-house training and ongoing development.
Company Benefits:
- At NineStar Connect we offer a competitive array of benefits that include medical, dental, and vision insurance, 401k matching, paid parental leave, short term disability, long term disability, and life insurance along with profit sharing and various service discounts.
Wellness:
- We offer a variety of wellness programs with paid incentives as well as on-site fitness centers available at each office location.
Job Description
Are you passionate about technology and helping people by providing outstanding customer service? Join NineStar Connect as a Support Center Technician and make a real difference in the community! You will deliver telephone, email, and click-to-chat technical support for phone, dial-up, TV, and broadband internet customers. Your role will include troubleshooting, answering questions, resolving service issues, and processing customer information with a focus on delivering exceptional service for our members and call-partners.
Essential Duties and Responsibilities:
- Provide Tier 1 technical support for a variety of service issues including email, web authentication, loss of service, power outages, and other related concerns via phone, email, and chat.
- Accurately create, update, and close trouble tickets while collaborating with internal departments to track, dispatch, and resolve customer issues.
- Process pre-installation service orders to ensure a seamless experience for new customers.
- Monitor outage and alarm boards, ticketing systems, and cameras to address service interruptions in a timely manner.
- Assist customers with processing payments, upgrading plans for faster speeds, and signing up for new services to enhance their overall experience.
- Occasionally provide field support or engage with customers face-to-face to offer on-site troubleshooting and assistance.
Qualifications
What We're Looking For:
- Strong knowledge of company services, products, and procedures.
- Hands-on experience with computer hardware troubleshooting (break/fix).
- Familiarity with internet protocols, email clients, web browsers, and TCP/IP networking.
- Proficiency in Microsoft products (Windows, Outlook, etc.).
- Excellent written and verbal communication skills.
- Ability to multi-task and manage competing priorities in a fast-paced environment.
- A customer-focused attitude with a dedication to problem-solving.
Education & Experience:
- High school diploma required.
- Technology-related certifications preferred.
- Previous experience in telecommunications or technical support is a plus.
Additional Information
NineStar Connect does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, marital status, sexual preference, disability, or any other characteristic protected by law.