What are the responsibilities and job description for the Internet Support Specialist position at C01 Comporium, Inc.?
Comporium is a diversified communications company providing a Quintuple Play of five services -- voice, video, data, wireless and security -- at the retail level; as well as, providing security monitoring and media services for its industry customers. Under this concept, the Comporium Group is uniquely positioned to offer customers a one-stop-shopping for all their communications needs.
SUMMARYScreen all broadband internet troubles and any other technical support requests, as needed. Communicate with customers to resolve connection and email issues or request additional customer assistance, as needed. Identify opportunities to provide leads to Customer Service to upgrade existing customer's level of service(s). Provide world class customer service and first call resolution.
RESPONSIBILITIES
- Respond to customer requests regarding internet troubles via phone, email, chat, text and social media to resolve issues with internet connectivity, email and other internet related issues, and with regard to various operating systems.
- Properly document and capture customer interactions and contact information via ticketing system.
- Recognize opportunities to upsell/upgrade customer's level of internet service, as well as other services, in order to meet or exceed customer lead objectives.
- Work with other departments within the Enterprise, including but not limited to, Network, Engineering, CNOC, Testboard and Plant, to identify, track and resolve customer issues and outages.
- Perform other duties as required, including but not limited to: Training, ReadyHome Lite, SMA, CNOC and other special projects, as assigned.
- Keep Team Supervisor informed as to the need for additional training on internet related topics.
- Adhere to departmental guidelines, as related to attendance and performance.
REQUIREMENTS
- High School Diploma/GED required; 2 year computer degree preferred.
- 1-2 years customer service in a technical environment and or computer networking experience preferred.
- Must have excellent communication and interpersonal skills. Must also have troubleshooting and computer skills.
We firmly believe that our company is only as good as the people we employ. Join a company that values its employees and rewards them for a job well done!
Equal Opportunity Employer/Contractor
