Technical Support Advisor (Remote)

Overview

TDS Telecom is currently seeking Technical Support Advisors to join our team. This is a 100% remote work from home position in any of the 45 US states in which TDS has a presence!! We will provide the equipment!

As a Technical Support Advisor, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will support TDS customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service. 

Details:

• Start Date: July 17th, 2023
• Starting Pay: $18.50
• Shifts for this position will be required to work BOTH Saturday and Sunday.
  • Scheduled days will either be Thursday-Monday or Friday-Tuesday. 
• Starting shift times will vary with many having evening hours (additional $1 for shifts starting after 11am)

***We expect perfect attendance during a 6-week training period to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!***

Perks:

• Medical, Dental, Vision coverage starting on day 1 of employment!
• Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
• Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
• Discounts on TDS services
• Tuition assistance after working with TDS for 1 year

The pay range listed for this position represents the low and high end of the base compensation range. However, the base pay rate offered for this position is expected to be $18.50 per hour. Also, certain positions are eligible for additional forms of compensation.

​​​​​​​Telephone and Data Systems, Inc. (TDS), a Fortune 1000® company, provides wireless; broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses, UScellular, TDS Telecom, and OneNeck IT Solutions. Founded in 1969 and headquartered in Chicago, TDS employed approximately 9,300 associates as of December 31, 2022.

Responsibilities

• Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues.
• Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble.
• Assist customers with Internet configurations and settings.
• Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
• Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Maintain knowledge of relevant TDS product offerings and technology.
• Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
  • Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
  • Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
  • Educate customers in order to reduce repeat customer calls
  • Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
• Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
• Participate in project team initiatives and subject matter expert tasks
  • Application testing
  • Assist management with technical training
  • Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
  • Knowledge Base and process document enhancement recommendations
• Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.

Qualifications

Required Qualifications

• 1 year customer service, help desk, troubleshooting or call center experience.
• Must follow the TDS attendance guidelines to meet our customers’ needs.

Other Qualifications

• Advanced troubleshooting skills related to telephony and data products
• Understanding of the telecommunication industry
• Understanding of telecommunication products and services
• Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
• Experience with (but not limited to) ACD, trouble ticketing systems, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
• Ability to adhere to schedule

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others.  Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates.  Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates). For more detail on the benefits we offer click here.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!

Pay Range

Salary : $19 - $25