Technical Assistance Center (TAC) Technician

About Us: Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer: We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.

Job Summary: This position is responsible for providing technical support for both voice and data to residential, Small Office Home Office (SOHO) and enterprise business customers.

Essential Job Duties and Responsibilities:

• Provide comprehensive technical support on voice and/or data services, including Layer 1 and Layer 2 troubleshooting, to residential, SOHO, and enterprise business customers. Address reported technical issues including managed services, internet connectivity (PPPoE, DNS), network equipment (routers, modems), password resets, email configuration, and related services. Use diagnostic tools to identify, isolate, and resolve complex technical problems.
• Manually provision switch and verify auto provision is completed on all service orders. Follow up with customers once service / upgrade has been completed. Will also coordinate cutovers, compile reports, verify entries, and coordinate Local Number Portability (LNP).
• Complete all other service orders as required for various functions, such as setting up network monitoring, configuration of equipment, and similar functions.
• Maintain detailed documentation in trouble tickets including accurate coding, troubleshooting steps, and resolution details. Utilize and update knowledge base articles as appropriate, consulting with team leads or supervisors on significant changes. Work collaboratively across departments to ensure customer needs are fulfilled and service quality measurements are achieved.
• Participate in on-call rotation to respond to off-hours voice or data trouble calls from customers; document all information in trouble ticket system and follow up with customers as required to resolve issues.
• Work closely with the Network Operations Center, Central Office, Managed Services and other internal departments on escalations.
• Collaborate with third-party carriers and service providers to troubleshoot, escalate, and resolve customer connectivity issues that extend beyond our network. Serve as the liaison between customers and external carriers to ensure timely problem resolution and clear communication throughout the process.
• Proactively expand knowledge of voice and data services through ongoing training and self-study; stay current on emerging technologies relevant to the company's service offerings; continuously improve troubleshooting skills through practice, knowledge sharing, and technical certifications as appropriate.
• When appropriate, promote and sell solutions to match and/or solve customer needs.

Additional Job Duties and Responsibilities:

• Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

• Company policies, procedures, products and services.
• Internet technologies, technical languages, browsers search procedures, search engines, platforms and applications.
• How to identify and fix customer troubles and issues with products and services.
• Managed service platform and technology.
• Computer hardware and general office practices and procedures.
• Windows OS and other Microsoft programs.
• Networking devices.
• Time management and organizational skills.

Skill to:

• Provide exceptional customer experience.
• Operate various office equipment such as a computer, copy machine, and multi-line telephone.
• Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long-term successful customer relationships.
• Balance what's best for the customer and what's best for Blackfoot when making decisions
• Utilize resources to research and find solutions to problems.
• De-escalate tense customer situations using appropriate interpersonal styles and methods.

Ability to:

• Work independently and within a team.
• Think analytically and be a problem solver.
• Pay close attention to detail.
• Multi-task and overcome regular interruptions; and be adaptive to changing priorities.
• Work completely and accurately under time constraints and deadlines.
• Read, analyze, and interpret technical documents and reports.
• Work in a safe and effective manner.

Education and Experience:

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be: High school diploma and relevant technical field knowledge and/or experience. A two-year degree and technical certifications are desirable, as well as a passion for technology and customer service. Note: Any minimum or maximum years of experience should not be construed as a requirement for consideration; this information is meant to be used as a suggested guideline.