What are the responsibilities and job description for the Installation/Technical Support Agent position at EarthLink?
Job Title: Installation/Technical Support Agent
Join our team at EarthLink as an Installation/Technical Support Agent! In this dynamic role, you will be responsible for coordinating installations for new EarthLink fiber and copper customers while providing exceptional technical support. Your primary focus will be to ensure a smooth installation process and troubleshoot any issues between customers and our wholesale providers. If you have a passion for technology and customer service, we want to hear from you!
Essential Duties and Responsibilities:
- Schedule and coordinate installations for new EarthLink fiber and copper customers, ensuring all necessary resources are available for a seamless setup.
- Provide first-line technical support for customers experiencing issues with their installations or services, utilizing troubleshooting skills to resolve problems effectively.
- Act as the main point of contact for customers throughout the installation process, providing updates and ensuring their needs are met.
- Collaborate with wholesale providers to troubleshoot and resolve technical issues that arise during the installation or service period, ensuring timely resolution.
- Maintain accurate records of customer interactions, installation details, and troubleshooting efforts in the CRM system to ensure clear communication and follow-up.
- Guide customers on how to use their new services effectively, providing tips and resources to enhance their experience with EarthLink.
- Gather customer feedback and report common issues to management, contributing to continuous improvement in our installation and support processes.
- Other duties as assigned.
Education/Experience/Qualifications:
- High school diploma or equivalent; technical certifications in telecommunications or related fields are a plus.
- Experience in technical support or installation coordination, preferably in the telecom industry.
- Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Proficient in using CRM systems and basic office software.
- Ability to work independently and as part of a team in a fast-paced environment.
- Self-motivated, goal-oriented individual who thrive in a dynamic environment.
What We Offer:
- Competitive pay
- Training and tools to perform your job
- Great benefits including medical, dental, vision, PTO, company holidays, employee assistance program, life, and disability coverage and a 401(k) plan with a company match.
- Promotional opportunities as we grow
- Fun, friendly company culture
Supervisory Responsibilities:
None
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
This is not a remote position - you must be able to commute to the Norton, VA facility for work.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
