Service Support Specialist

Seeking a Network Operation Center (NOC) Service Support Specialist!

A little about the role: A full-time position with day-to-day duties that include handling business customer inquiries about our business products and equipment, proactively contacting potential business customers, onboarding new business customers with our solutions, addressing billing issues, promoting and selling new business products and services, and creating conversations that place our customers at the center of our business. This position supports business customers by providing helpful information and answering questions to improve the customer experience.

Compensation: $24-$38/hour (depending on experience)

Essential Duties and Major Responsibilities:

• Responds to escalated business and residential phone and internet support tickets
• Identifies, investigates, and resolves problems to ensure efficiency and a positive customer experience
• Guides customers through troubleshooting processes, including using diagnostic tools and software and/or following verbal instructions
• Collaborates with other staff to research and resolve problems
• Arranges premise visits with outside technicians for repair or to replace damaged hardware
• Applies knowledge of computer software, hardware, and procedures to solve problems
• Diagnose and troubleshoot hardware or software problems
• Stay current with residential and business solutions, changes, and updates
• Assist with other duties as assigned
  
  

Education and Experience:

• A bachelor's degree in computer science or a related field is preferred
• 2 years of experience in customer technical support is highly preferred
• 1 years of experience in Telcom or a similar regulated service industry is preferred
  
  

Specialized Skills:

• Ability to quickly diagnose and resolve technical issues
• Familiarity with and ability to troubleshoot business and residential networks and concepts (VLANs, network segmentation, IP addressing, WiFi networks, etc)
• Knowledge of and ability to navigate most common operating systems (Windows, macOS, iOS/iPadOS, and Android OS)
• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
  
  

Benefits:

• Offer robust benefits packages for medical and health savings accounts (HSAs)
• Dental and Vision coverage. Volunteer supplemental plans through Sun Life. Employee Assistance Program
• Matching 401(k)
• Paid PTO days
• NTCA Wellness program
• Paid internet services are available for employees who live in the SCTelcom service area
• Company-paid Short-Term and Long-Term disability plans.
  
  

About SCTelcom, we are creating communities you will feel proud of. We are builders. We are fixers. We are makers. We are honest. We are investing in our communities because we are a part of those communities. You know us, and we know you. We connect deeper, and our internet comes with hometown integrity. If you are a high-energy individual who wants opportunities to learn and grow, if you are motivated, like being challenged regularly, organized, and have a proven track record for success, we would like to talk with you!

In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident.

Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA’s TARGET Center at (202) 720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at (800) 877-8339. Additionally, program information may be made available in languages other than English.

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