Job Description:
• Serve as a primary point of contact for clients through inbound and outbound communications
• Provide frontline, first-level technical assistance to consumers
• Support client-specific high-speed internet services and devices
• Troubleshoot internet connectivity, performance, operating system, PC, browser, and device issues
• Triage issues and apply appropriate resolution techniques
• Demonstrate advanced product knowledge and resolve customer issues
• Resolve issues on the first call as frequently as possible
• Open and manage trouble tickets for user, data network, and operating system issues
• Address and solve technical problems within expected time frames
• Adhere to assigned work schedules, management directives, and TP policies
• Deliver a positive, patient, courteous, and friendly customer experience
Requirements:
• Over 18 years of age
• HS Diploma or equivalent preferred
• Comfort with desktop computer systems
• Proven oral and written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem-solving skills
• Ability to work independently and multitask
• Ability to collaborate effectively with team members, supervisors, and support departments
• Outstanding communication, listening, and analytical skills
• Strong organizational and problem-solving skills
• Ability to prioritize tasks and work well under pressure
• Open-minded approach to feedback, evolving policies, and a structured schedule with varied shifts
• Sharp critical-thinking skills
• Proactive, solution-oriented approach to problem-solving
• Dedicated workspace near router for hardwired Ethernet connection
• Minimum internet speed of 15 Mbps download and 10 Mbps upload
• ISP latency under 50ms
• Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN
• Proof of internet speed required
Benefits:
• Comprehensive health benefits, which may include medical, vision, and dental
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Limitless career advancement opportunities
• Inclusive and diverse workplace culture
• Support for active-duty service members, veterans, and military families
• Reasonable accommodation during the application process
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