What are the responsibilities and job description for the Tech Support Specialist position at DPHR?
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, and with regard to various operating systems.
Properly document and capture customer interactions and contact information via ticketing system.
Recognize opportunities to upsell/upgrade customer's level of internet service, as well as other services, in order to meet or exceed customer lead objectives.
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, ReadyHome Lite, SMA, CNOC and other special projects, as assigned.
Keep Team Supervisor informed as to the need for additional training on internet related topics.
Adhere to departmental guidelines, as related to attendance and performance.
REQUIREMENTS
High School Diploma/GED required; 2 year computer 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
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: One location