Technical Support Analyst

General Summary:                                                                                                            

The Technical Support Analyst will provide customer service and technical support to DRN customers for all DRN services; including (but not limited to) internet, Wi-Fi, managed services, door access, video, security and surveillance, voice services, and computer repair. The Technical Support Analyst sells products and services to DRN ReadiTech customers recommending a complete technology solution to best fit the customers’ needs. Answers customer questions about features, products, services, availability, speeds, and options. Provides billing/payment information. Presents strong communications skills, good judgment, and a positive attitude in all undertakings.  Possess computer knowledge with speed and accuracy and the ability to work alone. Additionally, the Technical Support Analyst will be responsible for installation and maintenance of internal hardware.

The successful candidate will demonstrate excellent customer service skills, detailed knowledge of company services and systems as well as the aptitude to develop efficient troubleshooting skills.  Applicants should be familiar with current internet technologies, be exceedingly well-organized, motivated, possess a strong work ethic and enjoy the day-to-day challenges of supporting DRN’s multiple service offerings.

Essential Job Functions:

• Providing customer service and technical support to DRN customers for all DRN services; including (but not limited to) internet, Wi-Fi, managed services, door access, video, security and surveillance, voice services, and computer repair.
• Compliance with Customer Proprietary Network Information (CPNI) and Broadband Labels as required by the Federal Communications Commission
• Effectively handle high call volumes and e-mail volumes
• Installing and maintaining internal hardware such as laptops, docks, and printers.
• Providing support and service to customers through excellent interpersonal, written, and oral communication skills
• Provides technical support to customers by answering phone calls, gathering relevant information, and troubleshooting and resolving problems and issues. 
• Research complex problems and issues to determine solutions
• Updates customer account information as appropriate
• Demonstrating excellent listening skills and the ability to ask probing questions and understand concerns to reach a mutually beneficial resolution.
• Having a strong work ethic and be a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.

• Performs all other duties as assigned

 Knowledge, Skills, and Abilities:                                                             

• Knowledge of company policies, procedures, products and services.
• Knowledge of company safety policies and procedures.
• Demonstrate competency in using a personal computer.
• Demonstrate keyboarding (typing) competency
• Demonstrate competency using Microsoft Office products including Word and Excel.
• Demonstrate competency using DRN corporate email
• Demonstrate competency using Metaswitch phone system and voice mail
• Demonstrate the ability to troubleshoot DRN television equipment such as TIVOs, UDTA boxes, remote controls, and other streaming devices.
• Demonstrate knowledge of proper phone etiquette
• Demonstrate ability to communicate well with a positive & friendly manner both orally and in writing
• Demonstrate the ability to accept responsibility for and work under occasional stressful situations with frequent interruptions
• Demonstrate desire to learn new skills as technologies change
• Demonstrate the ability to multi-task
• Demonstrate ability to perform computer repair and maintenance at customer’s location or in our office to ensure their equipment is functioning properly and efficiently
• Self-motivated to learn new technology and new ways to deliver support
• Ability to maintain and upgrade computer hardware and software, performing malware removal, ordering/installing/configuring new computers and home electronics for customers
• Understand use and need for anti-virus software and anti-spam software such as Webroot, Norton Antivirus and McAfee software
• Demonstrate familiarity with Internet browsers such as Microsoft Edge, Internet Explorer, Google Chrome and Firefox
• Basic knowledge of DSL and fiber technologies
• Basic knowledge of networking, wireless and security technologies
• Regular, reliable, consistent and punctual attendance is required
• Ability to maintain a valid driver’s license and drive to customer locations
• Perform other duties and responsibilities as required to fulfill job function or as assigned

Education and Experience:   

• High School Diploma/GED
• Prior customer service/technical experience helpful
• Must have the ability to obtain A certification within designated timeline and obtain additional professional certifications as the business need dictates.

Physical Requirements:

PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing: Must be able to read computer screen and various reports. 75-100%

Hearing: Must be able to hear well enough to communicate with customers and business contacts. 75-100%

Standing/Walking: 0-24%

Climbing/Stooping/Kneeling: 0-24%

Lifting/Pulling/Pushing: 0-24%

Fingering/Grasping/Feeling: Must be able to write, type and use phone system. 75-100%

Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable.  Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc. 

            Good working conditions with the absence of disagreeable conditions.

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.