Our growing organization offers dynamic opportunities for a Technical Support Representative with advanced computer troubleshooting skill sets. Work with a dedicated team to resolve service issues, create customer relationships and increase customer retention. You will directly interface with management and have the opportunity to impact department processes. A natural balance of attention to detail and ability to multi task will help you fit in with our culture.

 

Position Requirements:

-  Respond to in-bound and out-bound Technical support and

    customer service requests via phone, chat, email and fax. 

-  Respond to technical questions; provide technical support with

   strong emphasis on “one-touch” resolution, escalation of problems

   to management when required.

-  Deliver quality technical resolutions in a timely manner by

   interpreting customer problems, researching available resources

   and applying solutions in accordance with established guidelines.

-  Analyze new service requests to determine acceptability for

   installation.

-  Respond to customer inquiries on new sales, services or billing

    issues.

-  Initiate new account set-up and schedule installer appointments.

-  Document all customer activity in various software applications.

-  Make recommendations according to customer’s needs on

   features, accessories, upgrades and rate plans.

- Resolve routine billing issues, process credit card transactions or

  echeck billing.

- Maintain working knowledge of all company products, services

   and promotions.

- Maintain working knowledge of all software applications.

- Interface with key departmental individuals for problem identification

   and resolution.

- Work with field installers for appointment completion and customer

   communication. 

 

Skill Requirements:

    (Technical skills):

- Advanced computer troubleshooting skill sets – willingness to

   enhance these skills as required.

- General understanding of wired and wireless networking.

- General understanding of how the Internet Protocol Suite layers

   function together.

- Attempt to resolve technical issues internally prior to escalating for

   further technical support.

- Willingness to learn product and technical data as required to

   support and grow position.

- Strong technical resolution skills with ability to communicate issue

   effectively with customer.

 

    (General Skills):

- Positive attitude, strong work ethic with exceptional communication

   and relationship building skills.

- Ability to take control of difficult situations and communicate in a

   calm professional manner.

- Answer moderate to heavy level of in-coming calls; make outbound

   follow-up calls.

- Clearly identify and document account issues according to

   department procedure.

- Ability to work with minimal direction while promoting an open

    flow of information and communication.

- Adjusts to changes in priorities and manages time effectively.

- Strong multi tasking capabilities.

- Ability to work under pressure to meet deadlines.

- Ability to make proactive soft sale calls to prospects as required.

- Ability to identify potential critical customer issues and notify

   supervisory team in a timely fashion.

 

Experience Requirements:

- 2-5 years technical support and customer service experience.

- Exceptional typing, computer, communication skills.

- General understanding of wired and wireless networking.

- Word/Excel/Outlook/Other operating systems/Windows and

   Google Earth

 

Shift Opportunities:

8am-5pm / 9am-6pm / 10am-7pm and/or flex options

 

Compensation and Benefits:

Omnicity will reward your talents with a competitive salary based on your past experience and skills. You will also receive a benefit package that includes medical insurance, 401k, paid vacation & holidays.

 

APPLY NOW:

If you have exceptional technical and communication skills and a desire to develop a career and not just earn a paycheck, we encourage you to submit your resume today.

 

Please submit resume to: HR@omnicity.net.