Customer Support Representative- Training Topeka, KS then Remote

Do you enjoy helping others? Find fulfillment in fixing the issues of troubled customers and bringing back as mile to their face and cheerfulness to their voice? Do you have a customer success first style attitude? Then our Customer Support department is the perfect opportunity for you to learn, grow, and thrive with a like-minded culture and team.

Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband’s rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.

Position Summary: Mercury Broadband is looking for an energetic and positive personality to serve subscribers by providing product and service information, making recommendations, and providing technical support. This is an entry-level position, which we provide on the job training and teach the skills required to be promoted within the company.

Location: Topeka, Kansas for Training then remote position
Position Type: Full-Time
Compensation: $18.00/hr
Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Key Responsibilities:

• Provide support for customer premise equipment and personal computing devices including PCs, tablets, and routers

• Ability to analyze and diagnose Internet or computer related technical support issues, and aid with troubleshooting and resolving these issues
• Attract potential subscribers by professionally and accurately answering product and service inquiries
• Make product and service recommendations based on customer needs
• Address billing inquiries and assist subscribers with their accounts in a timely manner
• Address customer concerns in a courteous and professional manner
• Schedule surveys, installations, and repairs
  

Skills and Requirements:

• Basic computer skills and proficiency with Microsoft Office
• Basic understanding of command line
• Use of PC based applications to answer sales inquiries, maintain records, diagnose basic support issues, and provide technical assistance as needed
• Knowledge and ability to operate, configure, and assist with routers, switches, personal computers, tablets, and related peripheral devices
• Self-Motivated with desire to deliver exceptional and timely customer service
• Customer support oriented and professional in appearance
• Ability to communicate effectively, both orally and in writing
  

Education Requirements:

• High School Degree or Equivalent
• Associates Degree in PC Repair, Networking, or related field preferred
• COMP TIA A Certification or equivalent preferred
• 1-2 years Customer Service experience preferred

Physical Requirements:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Ability to sit at a computer terminal for an extended period.

Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.