Business Support Technician - Sioux Falls, SD

Midco; Sioux Falls (SD); On-site; USD 40,000 - 52,000; Full time

Job summary

Midco is seeking a Business Support Technician (BST) to deliver high-quality technical support and engage with commercial clients across multiple channels. You will troubleshoot, document, and escalate issues, while collaborating with internal teams to expand service offerings and improve customer satisfaction.

The role emphasizes reliability, adaptability, and strong communication in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Basic typing, email, and computer skills.
• Proficient with internet and standard applications.
• Ability to adapt in a fast-paced environment.

Responsibilities

• Serve as primary contact for clients, troubleshooting issues.
• Document interactions with up-to-date client notes.
• Handle escalations via ticketing system for business clients.
• Cross-train to support expanding Midco services.
• Engage with clients to streamline issue resolution.
• Maintain annual service requirements for client engagement.
• Use email, chat, and social media to interact with clients.
• Develop knowledge of Midco Business services (Voice, Video, Data).
• Collaborate to ensure best practices across interactions.
• Prepare and execute orders for service changes, trouble calls, downgrades, disconnects.
• Model Midco's mission and leadership values.
• Ensure client privacy by following guidelines.
• Maintain reliable attendance.
• Perform other duties as assigned.

Skills

Communication

Typing

Technical aptitude

Adaptability

Education

High school diploma (GED)

Job description

Job Summary

As a Business Support Technician (BST) at Midco, you will play a vital role in providing high-quality technical support and customer engagement across all interaction types. Depending on your level of experience and expertise, your responsibilities will range from basic technical support to advanced problem-solving and collaboration. You will foster client loyalty by consistently addressing commercial client issues related to Midco Services, ensuring exceptional service and satisfaction.

Responsibilities

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services.
• Thoroughly document each interaction, ensuring all technicians have up-to-date client notes.
• Handle mindful escalations via work orders or Midco's Ticketing System for business clients experiencing service changes, trouble calls, or disconnects.
• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco's expanding product offering.
• Proactively engage with clients, streamlining issue resolution and minimizing their effort.
• Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership.
• Utilize various communication channels, including email, chat, and social media, when interacting with clients.
• Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.
• Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all interactions.
• Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects.
• Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications

• High school diploma or equivalent (GED).
• Basic typing, email and computer skills.
• Proficient at using technology including the internet and applications.
• Ability to adapt and excel in a fast-paced work environment.

Preferred Qualifications

• Prior experience in the telecommunications industry.

Position leveling

BST-Associate

• 1 year of experience in technical support and customer engagement.
• Strong communication skills, both verbal and written.

BST-Professional

• 6 months as a BST - Associate, or 2 years of equivalent experience.
• Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role.
• Excellent communication skills (written, verbal, active listening).
• Advanced organizational skills for task management, workload prioritization, and meeting deadlines.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus.

BST-Expert

• 12 months as a BST - Professional, or minimum of 3 of equivalent experience.
• Complete Jones NCTI "Intro to Networking: Home and Peer-to-Peer Networks" within 6 months of obtaining role.
• Exceptional communication skills, capable of conveying technical information through written, verbal, and active listening channels.
• Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines.
• Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions.

Work Environment

• Inbound and outbound call center environment, wearing a headset.
• Extremely time sensitive to meet customer demand.
• May be required to work in excess of 40 hours per week.
• Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands.

Physical Demands

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

Mental Demands

• Ability to understand, follow and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and client needs and effectively manage the stress of ongoing incoming interactions.