What are the responsibilities and job description for the Technical Support Specialist position at Highline Services LLC?
Job Summary:
The Technical Support Specialist is responsible for providing technical support, issue resolution and training to our customers.
Duties/Responsibilities:
- Maintain a working knowledge of our Broadband operation and provide technical support to users. Work with various departments to complete customer requests or resolve trouble.
- Provide technical support and issue resolution via e-mail, phone, and other web- based tools.
- Facilitate the completion of customer requests in a timely manner, Complete prompt call backs, follow up calls to ensure the customer is satisfied and other important communications.
- Provide clear, concise, and accurate written and verbal communications to customers.
- Identify, screen and document customer problems. Initiate trouble tickets within the system and document customer resolution.
- Utilize notes and logs from prior customer interactions to proactively identify persistent issues and escalate when appropriate.
- Operate as an effective team member; Collaborate with other team members to assist customers, identify bugs, and suggest feature enhancements.
- Always displays a professional demeanor, both with customers and co-workers.
- Adapt to changing priorities, learn to adopt new technology and continue implementing process improvement methods.
- Performs other related duties as assigned
Competencies:
- Exposure to telecommunications in general. This may include prior telecom work experience or other technical support services.
- Proficient in the use of PC desktop computers including the expertise with commonly available software such as Word and Excel.
- Calix experience is preferred.
- Ability to focus on the user experience and decipher, communicate, timeline and create solutions.
- Ability to adapt changing priorities and learn new technology
- Ability to research customer accounts, synthesize and articulate information.
- Possess exceptional written and verbal skills supporting the ability to decipher, assemble, present and act as a communicator of technical information.
- Execute in a detail-oriented manner, accurately and with articulation in respective areas of responsibility.
- Comfortable with wearing a headset and general expertise with operating a desktop computer.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to pass pre-employment screenings (Drug and Background)
Highline Services, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
