Support Technician I

Summary:

Responsible for a variety of technical duties that include 1st level troubleshooting support for Customers, ISPN, Telecommunications Technicians, Marketing, Customer Service, and vendors via telephone, email, or live chat. Diagnoses the cause of problems in a complex environment and provides effective solutions quickly. This position sets the standard in superior customer service. Scans the trouble ticket requests for accuracy and helps identify trouble trends. Works directly with customers to sell GVTC products and maintains sales goals and quotas.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Troubleshoot level I customer Broadband, Wi-Fi, CATV, Telephone, and Security and Hosted PBX issues for all GVTC technologies.
• Performs advanced troubleshooting as needed utilizing available tools; Stages, Arris Portal, Calix Cloud, NISC USS Toll, Total Connect, and Alarmnet 360.
• Call Center Experience
• Good technical background.
• Basic Knowledge of networking infrastructures.
• Excellent communication skills
• Ability to Self-motivate and to work on own initiative in a pressure environment
• Possess technical knowledge and understands customer needs, company products and services.
• Handles all customer issues, documenting all interaction with the customer and troubleshooting the problem or issue.
• Aptitude to handle challenging and technical call situations.
• Supports all GVTC departments by answering level I technical questions
• Possess a customer focused attitude and willingness to serve customers.
• Exceptional listening, questioning, and call control techniques.
• Ability to multi-task; simultaneously thinks, talks, and types.
• Dispatches telecommunications technicians to ensure troubles and service orders are handled in the most efficient way possible.
• Works closely with other departments to ensure customer issues are resolved in a timely manner.
• Up Sells products and services with the ability to recommend or persuade.
• Must be willing to work flexible work hours including weekends holidays and/or 4 ten-hour workdays. (Sample schedule could be Sunday through Wednesday, 10:00 am -9:00 pm).
• Responds to the needs of a 24/7/365 operation. On Call rotation
• Other duties may be assigned.
• Sound expense control and expense management.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:High School Diploma or General Education Degree (GED) required; some college preferred. of one-year customer service in a call center, telecommunications, or institutional setting; or equivalent combination of education and experience required. Telecommunications experience preferred.

Language Ability: Ability to read, write and comprehend simple instructions and short correspondence.

Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.

Technical Skills: Basic PC and keyboarding skills required. Ability to handle PBX or multiple line phone systems. Basic understanding of telephony, cable, security/alarm, and internet technologies.

Professional Appearance: Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.

Supervisory Responsibilities: None.

Working Conditions: 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.

The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers using a headset.

You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.

Job Type: Full-time

Pay: $22.29 - $33.44 per hour

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Application Question(s):

• Are you able to work between the hours of 12pm-9pm?
• Will you be able to work in the office 3 days per week?

Ability to Commute:

• New Braunfels, TX 78132 (Required)

Ability to Relocate:

• New Braunfels, TX 78132: Relocate before starting work (Required)

Work Location: Hybrid remote in New Braunfels, TX 78132

Salary : $22 - $33