Technical Support Representative
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Job Description
Technical Support Representative providing front-line technical and customer support for fiber internet services. Managing customer tickets and assisting with troubleshooting and service needs.
Responsibilities:
- Provide resolution of entry level support issues spanning all of DFN’s products and services.
- Monitor customer tickets and respond in a timely manner.
- Document and escalate tickets per DFN support procedures.
- Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
- Manage multiple tasks/priorities simultaneously.
- Assist in day-to-day order entry and processing.
- Assist Broadband Technicians in turn-up and troubleshooting.
- Clean and reset returned equipment for redeployment.
Requirements:
- High school diploma
- Two years of technical support or equivalent work experience required
- Excellent attendance and punctuality required
- Customer service oriented
- Ability to exercise good judgement, courtesy, patience, and tact in public contact and problem resolution
- Strong interpersonal skills to build rapport with prospective and existing customers.
- Strong problem solving, diagnostic and technical troubleshooting skills
- Ability to master new software and applications specific to the industry and position
- Positive attitude and strong work ethic
- Self-motivated, ability to work independently and in a team
- Ability to communicate effectively, both orally and in writing
- Able to meet physical demands with reasonable accommodations if necessary.
Benefits:
- 200% 401(k) match capping at 9%
- 100% employer paid medical, dental, and vision plans for employees with affordable dependent coverage options
- Free 1 Gig high speed fiber internet service if you live within our service territory
- PTO package and 10 paid holidays including two days off for your birthday.
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