Technical Support I

Duties and  Responsibilities:

• Provide technical support via phones, tickets, and live chat
• Provide billing support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Interact, simultaneously, with multiple customers when in the chat interface
• Practice empathy and positive words choices when communicating with customers
• Resolve first level issues by:
• Determining the nature of the issue by identifying what the customer is trying to accomplish
• Gathering information from the customer including steps that customer took
• Attempting to reproduce reported issues 
• Analyzing the symptoms and where possible identifying the underlying problem
• Offering relevant troubleshooting steps and/or solutions
• Directing customers to appropriate help articles
• Communicate and follow-up with customers
• Escalate unresolved issues to second level support with appropriate detail
• Make every effort to exercise customer retention strategies with cancellation requests
• Monitor for and proactively identify potential or emerging issues
• Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
• Keep up to date with all communication that impacts the organization

REQUIRED PERSONAL SKILLS AND ATTRIBUTES:

• Proficiency in English interpersonal/communication skills, both written and verbal
• Demonstrate empathy, patience and understanding in stressful situations
• Enjoy solving problems for customers
• Cultivate respectful relationships with colleagues
• Maintain consistency in attendance, time management, attention to detail, and commitment
• Be unconditionally reliable and available to work scheduled shifts
• Work well independently and as part of a team
• Adapt to change
• Resolve conflict effectively
• Accept constructive criticism for enhancement of knowledge and skills
• Learn new skills in a timely manner without sacrificing existing responsibilities
• Expand deductive reasoning and problem-solving skills
• Prioritize tasks accurately and make decisions within established guidelines and policies

EXPERIENCE:

• 3+ years recent work experience technical troubleshooting and problem-solving
• Primary use of spoken and written English in a work environment focused on customer interactions
• Customer service experience in a technical support position
• Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
• Knowledge and/or use of commonly used Internet Protocols
• Internet ready device knowledge and associated applications