Service Support Specialist
SCTelcom
- Medicine Lodge, KS
- $24.00-38.00 per hour
- Permanent
- Full-time
At 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 on a regular basis, organized, and have a proven track record for success, we would like to talk with you!Position Summary: This is a hands-on, full-time position with day-to-day duties that include handling business customer inquiries about our business products and equipment, proactively contacting potential bustiness 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.
- Identities, investigates, and resolves problems, all to ensure efficiency and a positive customer experience.
- Guides customers through troubleshooting processes, which may include use of 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.
- Bachelor's degree in computer science or related field preferred.
- 2+ years of experience in customer technical support highly preferred.
- 1+ years of experience in Telcom or similar regulated service industry is preferred.
- 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.
- Offer robust benefit package of Medical and Health Savings Account (HSA).
- Dental and Vision coverage.
Employee Assistance Program. * Matching 401(k).
- Paid PTO days.
- NTCA Wellness program.
- Paid internet services for employees who live in the SCTelcom service area.
- Company paid Short-Term and Long-Term disability plans.