Business Tech Support Pro

Focus Broadband

Shallotte (NC)

On-site

USD 55,000 - 75,000

Full time

10 days ago

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Benefits offered by this job

401k match

On-site clinic

Wellness program

Tuition reimbursement

PTO & holidays

Job summary

FOCUS Broadband is seeking a Business Technical Support Specialist to provide in-office technical assistance for business customers, diagnose and resolve service issues, and coordinate on-site support when needed.

The role involves configuring network equipment, assisting with hosted phones, routers, and switches, and documenting activities in the trouble management system. Strong problem-solving and communication skills are essential.

Qualifications

High school diploma or equivalent required; an associate degree in a related technical field preferred.
CompTIA Network+ certification preferred at time of hire and required within 12 months of employment.
2-3 years of technical support, service coordination, dispatching, or related experience preferred.
2-3 years of call center experience preferred.
2-3 years of working with ticketing software preferred.

Responsibilities

Receive and respond to business customer requests by telephone, email, and other support channels; troubleshoot service issues and provide remote support to resolve problems when possible and minimize unnecessary truck rolls.
Troubleshoot and provide technical support for FOCUS Broadband business services, including broadband, managed routers and switches, managed wireless networks, IP-PBX phones and equipment, webmail/email, and other supported business products and services.
Use remote desktop and other diagnostic tools to identify technical problems, determine appropriate resolutions, and assist customers with implementation of solutions.
Create, update, prioritize, and route support tickets to BSG technicians, IT Support, and other appropriate departments; monitor tickets.
Maintain current, accurate and detailed records of customer issues and resolutions.
Review service orders and accurately process applicable post-installation changes for billing.
Manage and prioritize multiple customer issues and assignments effectively in a fast-paced environment with frequent interruptions.
Program and configure business network and communications equipment, including hosted phone handsets, managed routers, and switches, in support of BSG and IT installations.
Communicate clearly, concisely, professionally, and courteously with customers, co-workers, and other business contacts, both verbally and in writing.