Technical Customer Support

Technical Customer Support - Lewiston Business Office

Inland Cellular is seeking a dedicated and motivated employee interested in a career as a Technical Customer Support representative for its Lewiston Business Office.

Job Description: Wage: $18 - $22 per hour

• Provide front-line technical support and Customer service via live chat and telephone and as needed face to face with customers.
• Troubleshoot a variety of technical, non-technical and billing issues.
• Email follow up with customers during and after hours and respond as necessary
• Provide level 1 and level 2 technical support
• Willing to be coached monthly, working on personal commitments and/or skills training
• Knowledge of Fiber and the Fiber products and Services Inland/Emerge offers
• Knowledge of Inland Cellular Emerge Products and Services and the ability to communicate clearly how each of our services works and where they work.
• Commitment to the Inland Cellular Mission Statement to include
  • Becoming the Best Trained Employee that I can be
  • Being Community Minded and volunteering in my community
  • Taking Care of our Customers while always Going the extra mile to take care of them to the best of my ability
  • Treating fellow team members and Customers with respect and grace

NOTE* Troubleshooting Mobile, Internet, VoIP, Data & other services experience A MUST, acquired from personal experience or through a traditional setting. Knowledge of Inland Sales & Services to include Products, Services and Service Provider areas. The Ability to learn quickly, adapt & Experience a plus

Required Knowledge and Skills:

• Experience and a working knowledge of most technical aspects of mobile, wireless, home internet, VoIP systems, network and general computing principles A MUST.
• Excellent written and verbal communication skills, chat skills email skills.
• Responsible for follow up with customer from Off-Line/ After Hours Chat services
• Ability to complete trouble tickets with details and follow up with customers & Level 2 staff as needed and in a timely manner
• Knowledge of Fiber and ALL Inland Cellular Emerge Products and Services
• Patience, listening skills, and the ability to problem-solve over chat services, the phone and face to face when needed. Customer support experience a must.
• Ability to work well with a team in a fast-paced, constantly changing environment.
• Outstanding customer service skills and the ability to make decisions quickly
• Reliability and dependability Willingness to work Non-Traditional Hours and Weekends
• Knowledge of Microsoft Outlook, Word, Excel, billing systems, trouble tickets and apps.
• Ability to multitask as well as clearly communicate with staff and customers
• Knowledge of the operating system used by Inland Cellular
• Bilingual is a plus, but not required.
• Answer a minimum of 40% of Chats & 9% call volume for Customer Support
• Other Duties as assigned

Benefits:

• 40 Hours of Sick Leave Annually
• PTO: (semi-monthly payroll)
  • Years 1-3, 4 hours per pay period
  • Years 4-10, 5.33 per pay period
  • Years 11 or more 6.67 per pay period
• Six Paid Holidays/Paid Days Off
  • New Year’s Day, Labor Day, Memorial Day, Thanksgiving Day, Independence Day, Christmas Day
• 401(k) Retirement Plan
  • 401(k) employer match up to 4% after one year of employment
• Company paid (after two full months of employment):
  • Life Insurance, Long Term Disability and Accidental Death and Dismemberment
  • Vision Insurance
  • Medical Insurance
  • Dental Insurance
  • Health Savings Account with company contribution

Voluntary Benefits:

• Short Term Disability, Accident and Critical Illness and additional Life insurance (available during open enrollment period, annually)
• Life Flight and Airlift Northwest
• ID theft protection

Additional Benefits:

• 10% off WSU MBA Program
• $240 Gym Membership, annually
• At-cost purchase for all Inland Cellular gear items