What are the responsibilities and job description for the Technical Support Specialist I position at Silver Star?
General Summary:
A customer support position providing technical support for tier 2 calls, voice, broadband services associated with work orders and service orders. Promote internal products and services to fit customer needs.
Essential Job Functions / Certifications:
- Using exceptional customer service skills, works with customers to diagnose and troubleshoot hardware, software or service-related problems in a timely manner, and escalates as necessary to appropriate technical staff.
- Monitors, verifies, generates, and dispatches trouble tickets to meet current quality standards.
- Administers customer user accounts and services (i.e., email, Internet, phone service).
- Uses TCP/IP and other test utilities to test, validate and troubleshoot IP connectivity problems.
- Peer into customer modems using TR69 technology and other testing functionality.
- Work with new customers to complete self installations, and making sure services are provisioned accordingly to the current quality standards.
- Work through audit reports on a daily basis.
- Responsible for uploading new training materials and job aids onto online database.
- Understands and can create plant assignments or assign cable pairs for technicians for troubles.
- Complies with Customer Proprietary Network Information (CPNI) rules and regulations.
- Performs other duties as assigned.
- Microsoft Suite Certification, Excel, Word, Power Point – Preferred
Minimum Education Requirements:
- High School Diploma plus 2 years of experience.
- Ability to hold a valid Wyoming or Idaho Driver's License.
