Technical Care Specialist
Blackfoot Telephone Cooperative, Inc., Missoula, MT, United States
Technical Care Specialist
Blackfoot Communications reliably connects businesses of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With a focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.
We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes a comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.
The Technical Care Specialist serves as the primary point of contact for residential customers, combining customer service with basic technical support. This role handles account inquiries, service orders, and resolves routine technical issues while escalating complex problems as needed. The position focuses primarily on residential customers but may occasionally assist with business customers as needed.
Essential Job Duties and Responsibilities:
Customer Service & Account Management:
Respond to customer inquiries about Blackfoot products, services, and account status, including service history.
Process service orders, including service changes, technical requests, and account updates as needed.
Transfer non-basic billing inquiries to billing department and sales opportunities to sales team when needed
Technical Support:
Serve as first-line technical support for residential customers experiencing voice and data connectivity issues with the goal being to resolve their issues on the first call.
Responsibilities include basic technical support and troubleshooting tasks, such as (but not limited to):
Utilizing programs such as the switch and access platforms to perform basic diagnostics/troubleshooting on voice and data services.
WiFi updates and email password resets
Modem/router reboots and basic configuration/provisioning
Wi-Fi connectivity troubleshooting
Basic Calix Cloud diagnostics (signal strength, device status, traffic, saturation, etc.)
Document all troubleshooting steps and customer interactions in ticketing system.
Escalate unresolved or complex technical issues to appropriate groups with complete documentation.
Administrative Functions:
Coordinate with dispatch, convert and dispatch work orders for field technician assignments when on-site service or customer appointment is required
Ensure accurate recordkeeping across ticketing and customer management systems
Engage in cross-functional collaboration and training to improve service delivery.
Assist with porting related duties such as CSR's, LSR processing, etc.
Additional Job Duties and Responsibilities:
Perform other duties and responsibilities as required to fulfill job function or as assigned.
Knowledge, Skills, and Abilities:
Proper phone etiquette.
Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long term successful customer relationships.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Speak and write clearly and accurately.
Demonstrated proficiency in typing and grammar.
Know relevant software computer applications and equipment.
Understand customer service principles and practices.
Effective listening skills.
Willingness to co-operate with others and work to the greater good.
Multi-tasking capabilities and the ability to work in a fast paced environment that is constantly changing.
Have exemplary attendance and punctuality.
Be flexible and adapt to change.
Self-starter and team player to accomplish work objectives.
To clearly convey and receive information and ideas.
Identify and understand complex issues, problems, and opportunities.
De-escalate tense customer situations using appropriate interpersonal styles and methods.
Work with appropriate time limits to resolve issues/find resolution.
Provide stable job performance under pressure.
Technical/professional expertise required to do the job effectively and to create effective customer solutions to ensure an exceptional experience.
To work with diverse people, in diverse situations.
Set high standards of performance for self and have accountability for successfully completing assignments or tasks.
Education and Experience:
Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be: Associate's degree in related field and/or 2 to 3 years of related work experience, preferred.
Blackfoot Communications reliably connects businesses of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With a focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.
We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes a comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.
The Technical Care Specialist serves as the primary point of contact for residential customers, combining customer service with basic technical support. This role handles account inquiries, service orders, and resolves routine technical issues while escalating complex problems as needed. The position focuses primarily on residential customers but may occasionally assist with business customers as needed.
Essential Job Duties and Responsibilities:
Customer Service & Account Management:
Respond to customer inquiries about Blackfoot products, services, and account status, including service history.
Process service orders, including service changes, technical requests, and account updates as needed.
Transfer non-basic billing inquiries to billing department and sales opportunities to sales team when needed
Technical Support:
Serve as first-line technical support for residential customers experiencing voice and data connectivity issues with the goal being to resolve their issues on the first call.
Responsibilities include basic technical support and troubleshooting tasks, such as (but not limited to):
Utilizing programs such as the switch and access platforms to perform basic diagnostics/troubleshooting on voice and data services.
WiFi updates and email password resets
Modem/router reboots and basic configuration/provisioning
Wi-Fi connectivity troubleshooting
Basic Calix Cloud diagnostics (signal strength, device status, traffic, saturation, etc.)
Document all troubleshooting steps and customer interactions in ticketing system.
Escalate unresolved or complex technical issues to appropriate groups with complete documentation.
Administrative Functions:
Coordinate with dispatch, convert and dispatch work orders for field technician assignments when on-site service or customer appointment is required
Ensure accurate recordkeeping across ticketing and customer management systems
Engage in cross-functional collaboration and training to improve service delivery.
Assist with porting related duties such as CSR's, LSR processing, etc.
Additional Job Duties and Responsibilities:
Perform other duties and responsibilities as required to fulfill job function or as assigned.
Knowledge, Skills, and Abilities:
Proper phone etiquette.
Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long term successful customer relationships.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Speak and write clearly and accurately.
Demonstrated proficiency in typing and grammar.
Know relevant software computer applications and equipment.
Understand customer service principles and practices.
Effective listening skills.
Willingness to co-operate with others and work to the greater good.
Multi-tasking capabilities and the ability to work in a fast paced environment that is constantly changing.
Have exemplary attendance and punctuality.
Be flexible and adapt to change.
Self-starter and team player to accomplish work objectives.
To clearly convey and receive information and ideas.
Identify and understand complex issues, problems, and opportunities.
De-escalate tense customer situations using appropriate interpersonal styles and methods.
Work with appropriate time limits to resolve issues/find resolution.
Provide stable job performance under pressure.
Technical/professional expertise required to do the job effectively and to create effective customer solutions to ensure an exceptional experience.
To work with diverse people, in diverse situations.
Set high standards of performance for self and have accountability for successfully completing assignments or tasks.
Education and Experience:
Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be: Associate's degree in related field and/or 2 to 3 years of related work experience, preferred.