Fastwyre Broadband is committed to providing the highest quality of service to the communities, customers, and employees we serve. We are looking for a Technical Support Specialist (TSS) to join our Customer Support team responsible for helping our customers who are experiencing technical issues with their service or product.  A TSS will work cases to resolution and/or dispatch to the proper fix-agents.

This position is in a fast-growing operations support department where you will have the opportunity to showcase your talents, develop your skills, and bring high tech products and services to our customers while working in a positive, fast paced, energetic, office environment.

This position is an on-site position in the Overland Park, Kansas area.

Primary Duties & Responsibilities

1. Provide second level technical support to consumer and business customers on all products and services provided by Fastwyre.
2. Contact customers to help resolve cases, provide product or service information, and/or schedule on-site repairs.
3. Review and escalate cases that have not been resolved within 48 hours. Assist with customer follow-up as required.
4. Monitor email notifications for customer issues and create cases as needed.
5. Communicate customer impacting outages to all network operations teams, Customer Care, and 3^rd party call center.
6. Stay up-to-date with all products, services, and active promotions that Fastwyre offers. 
7. Train Customer Service Representatives to answer basic technical support questions.
8. Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
3. Ability to work as a team member and exert initiative to work independently to reach a goal.
4. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
5. Ability to function effectively as a team player.
6. Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
7. Ability to work a flexible work schedule, as needed, to best serve our customers.
8. Understanding how all departments contribute to the success of the organization and referring customers and employees to the appropriate department to best fulfill their needs.

Qualifications

At a minimum, the Technical Support Specialist must have a  2-year certificate or associate degree in IT or equivalent along with 2 years of relevant experience. An IT Bachelor’s Degree will be accepted in lieu of years of experience. Experience in customer service is preferred.

Physical Demands

Select one the following for the each of the items listed below:

• N (Not Applicable) – Activity is not applicable to this occupation.
• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5 hours/day.
• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5 hours/day.
• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5 hours/day.

 Standing                N☐                      O☐                      F☒                 C☐        

       Walking                 N☐                      O☐                      F☒                 C☐        

          Sitting                 N☐                      O☐                      F☐                 C☒        

       Reach Outward                N☐                      O☒                      F☐                 C☐        

 Reach Above Shoulder                N☐                      O☒                      F☐                 C☐                         

Climbing                N☒                      O☐                      F☐                 C☐                     

      Crawling                N☒                      O☐                      F☐                 C☐                        

       Squatting/Kneeling                N☐                      O☒                      F☐                 C☐                         

  Bending                N☐                      O☒                      F☐                 C☐                       

Keyboarding                N☐                      O☐                      F☐                 C☒                       

         Driving                N☒                      O☐                      F☐                  C☐                         

        Hearing                N☐                      O☐                      F☐                  C☒                       

 Communicating               N☐                      O☐                      F☐                  C☒                        

    Perceiving                N☐                      O☐                     F☐                   C☒

     Outdoor Climate                N☒                      O☐                      F☐                  C☐           

Various Terrain                 N☒                      O☐                      F☐                  C☐          

    Cramped Workspace                N☒                      O☐                      F☐                  C☐                          

   Lift/Carry:  

   Up to 10 lbs             N☒                      O☐                      F☐                  C☐          

   Up to 20 lbs             N☒                      O☐                      F☐                  C☐        

   Up to 50 lbs             N☒                      O☐                      F☐                  C☐          

   Up to 75 lbs             N☒                      O☐                      F☐                  C☐          

 Up to 100 lbs             N☒                      O☐                      F☐                  C☐          

               100 lbs              N☒                      O☐                      F☐                  C☐                               

     Push/Pull:  

   Up to 10 lbs             N☒                      O☐                      F☐                  C☐          

   Up to 20 lbs             N☒                      O☐                      F☐                  C☐        

   Up to 50 lbs             N☒                      O☐                      F☐                  C☐          

   Up to 75 lbs             N☒                      O☐                      F☐                  C☐          

 Up to 100 lbs             N☒                      O☐                      F☐                  C☐          

         100 lbs             N☒                      O☐                      F☐                  C☐        

Disclosure

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. 

American Broadband, and all subsidiaries, are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees