Overview

***This position will require day and night availability for scheduling***

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on phone services, video, internet, and security systems for both residential and business clients. You will answer queries via phone and email on basic technical issues and offer solutions. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult situations. The goal is to create value for clients that will help preserve the company’s reputation and business. Customer care is our priority.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Offer alternative solutions where appropriate with the objective of retaining customer’s business.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Answer customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in ticketing system.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.
• Monitor equipment through various software to assist in finding and resolving issues.
• Work with field technicians to service customers at service calls and installations.
• Make recommendations according to customer’s needs on features, accessories, upgrades, and rate plans.
• Maintain a professional working attitude with co-workers and customers at all times.

Qualifications

REQUIRED

• Proven experience in Telecommunications and Computers required (Windows, basic networking, etc.)
• Excellent verbal and written communication skills required.
• Must be detail oriented with good organizational and time management skills.
• Ability to multitask and prioritize work in a fast-paced environment required.
• Excellent troubleshooting and problem-solving skills required.
• High School Diploma or recognized equivalent required.
• Ability to work a flexible schedule required.
• Willingness to work shifts as assigned, including daily overtime, on call, and weekends when necessary.

PREFERRED

• Basic understanding of TCP/IP and the OSI model strongly preferred.
• Relevant professional certifications preferred e.g. Windows, CompTIA, Cisco, etc.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods and use computer keyboard and/or mouse while viewing computer screen. Must be willing to work a flexible schedule shared by other department members.