Internet Support Specialist

SUMMARY

Screen all broadband internet troubles and any other technical support requests, as needed. Communicate with customers to resolve connection and email issues or request additional customer assistance, as needed. Identify opportunities to provide leads to Customer Service to upgrade existing customer's level of service(s). Provide world class customer service and first call resolution.
RESPONSIBILITIES

Respond to customer requests regarding internet troubles via phone, email, chat, text and social media to resolve issues with internet connectivity, email and other internet related issues in a timely and professional manner to ensure customer inquiries or concerns are addressed in a satisfactory manner.
Performance is measured by meeting and/or exceeding monitoring scores, as well as adherence to KPI's.
Recognize opportunities to upsell/upgrade customer's level of internet service as well as other services.
Meet or exceed lead objectives.
Adhere to departmental guidelines as related to attendance.
Work with other departments within the Enterprise, including but not limited to: Network, Engineering, CNOC, Testboard and Plant, to identify, track and resolve customer issues and outages.
Perform other duties as required, including but not limited to: Training, OT, ADC, SMA, CNOC and other special projects, as assigned.
Keep Team Supervisor informed as to the need for additional training on internet related topics as needed.
Keep Team Supervisor informed of items requiring immediate attention or for the benefit of co-workers, including matters such as outages, equipment troubles and customer service issues.
REQUIREMENTS

High school diploma or equivalent required.
Computer Technology degree preferred.
1-2 years customer service in a technical environment and/or computer networking experience preferred.
Must have excellent communication and interpersonal skills.
Must also have troubleshooting and computer skills.
Must be able to work flexible hours, including weekends, holidays and during severe weather.
Able to work extended hours or overtime as needed.
Must be patient and able to work under stress during times of high call volume and outage situations.
EEO STATEMENT

Equal Opportunity Employer/Contractor.

#J-18808-Ljbffr