Bilingual Tech Solutions Advisor - Remote Support

EPB; Chattanooga (TN); In loco; USD 40.000 - 52.000; Tempo pieno

Descrizione del lavoro

EPB in Chattanooga, TN is seeking a Bilingual Technical Solutions Advisor to analyze and troubleshoot by phone, email and web chat for voice, video and internet services. The role emphasizes 100% customer satisfaction by communicating clearly with customers, vendors and contractors and resolving issues promptly.

The position requires bilingual English/Spanish capabilities, a technical background, and flexibility to work varying shifts including overtime; onboarding includes the Work at Home Call

Competenze

• High school diploma or equivalent with basic technical knowledge.
• At least 1 year of related technical experience or training.
• Outstanding customer service and communication skills.
• Familiar with residential hardware and consumer tech.
• Proficient with common software tools (Windows, Office).

Mansioni

• Provide support to operations with day to day maintenance issues and troubleshoot with vendors as needed.
• Coordinate the clearance and correction of trouble for RF, IPTV and streaming video, internet access, fixed wireless, and telephone services.
• Communicate with customers via in-depth interviews to solve service issues.
• Work continuously on a task until completion or referral to third parties if appropriate. Follow-up and be sure issues are resolved and customer is satisfied.
• Prioritize and manage several open issues via different media at one time.
• Process trouble reports using mechanized systems with accurate documentation of customer interaction and the engagement of internal and external support teams as necessary.
• Support new applications.
• Communicate effectively with other Support Technicians, departments, and customers regarding disposition and status of trouble.
• Identify and troubleshoot recurring problems to find permanent solutions.
• Position EPB and our broadband partners as provider of choice.
• Available to work first, second, or third shift; Work overtime 70% of the time when asked.

Conoscenze

Bilingual English/Spanish

Customer service

Strong communication

Problem solving

Teamwork

Formazione

High school diploma or equivalent

1 year related technical experience

Strumenti

Excel

Outlook

Windows

OS X

Descrizione del lavoro

EPB in Chattanooga, TN is seeking a Bilingual Technical Solutions Advisor to analyze and troubleshoot by phone, email and web chat for voice, video and internet services. The role emphasizes 100% customer satisfaction by communicating clearly with customers, vendors and contractors and resolving issues promptly.

The position requires bilingual English/Spanish capabilities, a technical background, and flexibility to work varying shifts including overtime; onboarding includes the Work at Home Call