As a Support Center Technician, you will provide telephone, email, and click-to-chat technical support for phone, dial-up, and broadband internet customers. This will include answering questions, resolving issues, and processing information for NineStar Connect customers as well as other answering service customers.
Essential Duties and Responsibilities
- Provide Tier 1 and Tier II troubleshooting support by taking incoming calls and chat sessions regarding service problems, questions, or concerns including email, web authentication, loss of service, power outage calls, and other associated issues.
- Accurately update and close trouble tickets while working with other internal departments to ensure that customer issues are tracked, dispatched, and resolved.
- Process pre-installation service orders.
- Monitor various outage/alarm boards, ticketing systems, and cameras.
- Occasional work in the field or face-to-face with customers.
Knowledge of:
- Company products, services, and procedures
- Computer hardware and break/fix skills
- Internet protocols, programs, and common issues
- Microsoft products (clients and systems)
- All common email clients and web browsers
- Completing service orders and trouble tickets
- TCP/IP networking
Skill in:
- Providing "help desk" support
- Oral and written communication
- Problem solving
- Completing multiple tasks at once
Ability to:
- Communicate with coworkers, customers, and vendors in a professional manner
- Work independently
- Pay close attention to detail
- Work as a team player
NineStar Connect does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, marital status, sexual preference, disability, or any other characteristic protected by law.
