Advanced Technical Support Technician

Job Overview:

Advanced Technical Support technicians are experts in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You'll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. If you're seeking a dynamic role where you can tackle challenges head-on and be a technical superhero for our customers every day, then this position is tailor-made for you!

Responsibilities:

· Ensuring swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else.

· Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting.

· Empowers customers by offering insights into products and services that align with their specific technical requirements.

· Thrives in a dynamic, high-volume environment, adept at swiftly adjusting to changes.

· Vigilantly monitors for emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution. Quick fixes mean fewer affected customers!

· Maintains regular, reliable, and punctual attendance.

· Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary.

Qualifications:

· Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/Internet sector.

· Two or more years of proven customer service experience.

· Exceptional telephone etiquette is essential.

· Proficiency in both phone and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities.

· Aptitude for grasping and comprehending the company's range of products and services.

· Familiarity with prevalent PC and MAC Operating Systems.

· Broad understanding of voice services, cable TV, and data technologies.

· Capable of interpreting and executing instructions provided in written, oral, or diagrammatic formats.

· Skill in resolving challenges within predefined scenarios that involve multiple variables.

· Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve issues.

· Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives.

· Must meet the requirements to be insured under the company policy.

This position offers the opportunity to work in a dynamic environment where your technical expertise will be valued. If you are passionate about providing top-notch technical support, we encourage you to apply.

What do our employees love about Lightcurve?

· The excitement of a quickly growing and innovative industry

· Helping customers find solutions to their service needs, improving the way they work and play while connected to our services

· Constant opportunities to learn and grow as individuals and with a team

· A truly fun and hard-working culture

· Medical, dental and vision insurance

· Optional supplemental insurance programs

· 401K 6% match

· Access to Employee Assistance Programs

· 4 weeks per year Paid Time Off (prorated & accrued)

Job Type: Full-time

Pay: $20.35 per hour

Application Question(s):

• Do you feel you have exceptional telephone etiquette skills?
• Do you feel you have a broad understanding of voice services, cable TV and data technologies?

Experience:

• Customer service: 2 years (Required)
• Customer Support: 1 year (Required)

Ability to Commute:

• Tacoma, WA 98402 (Required)

Work Location: In person