Job Description:
• Serve as a primary point of contact for clients through inbound and outbound communications
• Use web-based tools to resolve inquiries and provide a positive customer experience
• Provide frontline, first-level technical assistance for consumers
• Support client-specific high-speed internet services
• Troubleshoot internet connectivity, performance, service, and device issues
• Perform triage and apply required resolution techniques
• Support operating system, PC, and browser configuration issues
• Resolve customer issues on the first call whenever possible
• Open and manage trouble tickets for user, data network, and operating system issues
• Address technical problems promptly and complete assignments within expected time frames
• Follow work schedules, management directives, and TP policies
Requirements:
• Over 18 years of age
• HS Diploma or equivalent preferred
• Comfort with desktop computer system
• 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
• Ability to work within a structured schedule with a variety of shifts
• Sharp critical-thinking skills
• Dedicated workspace near the router for a hardwired Ethernet connection
• Internet speed of at least 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:
• Medical, vision, and dental health benefits
• 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
• Career advancement opportunities
• Inclusive and diverse workplace culture