Technical Support

Description

The Customer Technical Support Technician is responsible for providing exceptional customer service and first-level technical support for voice, internet, Wi-Fi, email, video, and related technology services. This entry-level position serves as the primary point of contact for customers seeking assistance with service issues, equipment setup, connectivity problems, and general technical questions.

The ideal candidate enjoys working with people, possesses strong computer skills, and demonstrates the ability to troubleshoot technical issues while maintaining a professional and customer-focused attitude.

Responsibilities

Customer Support

1. Answer incoming customer calls, emails, chats, and support requests regarding service issues and technical concerns.
2. Gather customer information and accurately document issues using designated tracking and ticketing systems.
3. Analyze customer concerns and determine appropriate troubleshooting steps.
4. Provide prompt, courteous, and professional support to customers.
5. Follow up with customers to ensure issues are resolved satisfactorily.
6. Educate customers on products, services, equipment, and best practices to minimize future service issues.
7. Communicate service updates, outage information, and resolution status to customers.

Technical Support

1. Troubleshoot and resolve basic to intermediate technical issues involving:
2. Internet connectivity
3. Wi-Fi networks
4. Email applications
5. Customer-owned devices
6. Voice and video services
7. Hardware and software configurations
8. Diagnose service issues using available tools and resources.
9. Escalate complex issues to higher-level technical support teams when appropriate.
10. Assist with equipment setup, configuration, and installation support.
11. Prepare and configure customer equipment, including modems, routers, and wireless devices.
12. Perform virus, spyware, and malware removal assistance when applicable.
13. Support internal technology needs, including computers, printers, and network-related equipment.

Operational Support

1. Monitor service trends and identify recurring customer issues.
2. Maintain accurate records of customer interactions and resolutions.
3. Participate in departmental projects and process improvement initiatives.
4. Stay current on company products, services, technologies, and troubleshooting procedures.
5. Assist with customer site visits and installations when required.

Qualifications

Preferred knowledge of:

• Windows operating systems

• Internet and networking fundamentals

• Wi-Fi and home networking

• Email applications

• Microsoft Office applications

• Customer service software and ticketing systems

Other Requirements

1. Valid driver's license may be required for occasional local travel or customer site visits.

Physical Requirements

1. Frequently required to sit, speak, hear, and use a computer.
2. Occasionally required to stand, walk, bend, reach, and lift equipment.
3. May occasionally lift up to 25 pounds.
4. Ability to travel locally for customer visits or company business when required.

Work Environment

1. Primarily office-based and customer support environment.
2. Moderate noise level.
3. Occasional exposure to telecommunications, networking, or electronic equipment.
4. Hybrid indoor office and occasional field support activities.

Learning Objectives

Career Path

This is an entry-level technical support position designed to provide foundational experience in customer service, telecommunications, networking, and technical troubleshooting. Successful employees may advance into Level II Technical Support, Network Operations, Engineering Support, Systems Administration, or other technical and or customer service/support roles.

Contact Information