Tech Support Agent

Job description

Mid-Hudson is looking for a Tech Support Agent to join its Tech Support Call Center team. We offer a friendly, comfortable business environment. This position is located in our Hudson, NY location and is a full-time 40 hour per week position. Must be available to work nights, weekends and other varying shifts, including overtime and on call hours. Mid-Hudson offers a robust benefit package to full-time employees, including health and dental benefits, 401K, supplemental insurances, life insurance and ESOP benefits.

Tech Support agents are responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for broadband internet services. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing and network monitoring tools. Uses multiple software systems and applications to ensure customer service issues are completed accurately. Works on straight forward tasks using established procedures.

Core Responsibilities:

• Handle inbound customer requests via phone, portal, email, and network monitoring tools.

• Manage phone queues.

• Ability to diagnose and troubleshoot network issues remotely with both technical and non-technical onsite resources.

• Ability to diagnose and troubleshoot DHCP issues remotely with both technical and non-technical onsite resources.

• Interface with field service technicians and other internal or external partners as needed to resolve technical troubles.

• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.

• Communicate with customers in a professional manner in all situations.

• Perform on-site service calls for troubleshooting customer's connection issues when necessary.

• Achieve standards for consistent performance.

• Utilize tools and resources to troubleshoot and repair managed services and customer problems.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime and on call time as necessary.

• Other duties and responsibilities as assigned.

Experience:

• Customer service experience is a must

• Have excellent verbal, interpersonal and written communication skills.

• Must be proficient with computer skills such as Internet, Microsoft Office, various web browsers and all recent Microsoft Windows software versions.

• Must have a professional appearance

• Hold a clean, valid NYS Driver's License.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience-think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.

• Know your stuff-be enthusiastic learners, users and advocates of our technology, products and services.

• Win as a team-make big things happen by working together and being open to new ideas.

• Be an active part of the ESOP way of working that brings more employee and customer feedback into the company-by providing the best customer service, making call backs and helping us elevate opportunities to do better for our customers

• Drive results and growth

• Respect and promote inclusion and diversity

• Do what's right for each other, our customers, investors and our communities

Job Type: Full-time

Pay: From $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Employee stock ownership plan
• Holiday pay
• Hourly pay
• Overtime pay
• Weekly pay
• Yearly bonus

Schedule:

• 8 hour shift

Ability to Commute:

• Hudson, NY 12534 (Preferred)

Ability to Relocate:

• Hudson, NY 12534: Relocate before starting work (Preferred)

Work Location: In person

Salary : $19