Customer Service Universal Agent

Armstrong-Utilitie; Butler (Butler County); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Free services (Internet/TV/phone)

401(k) plan participation

Employee recognition programs

Discounted services from affiliates

Job summary

The Armstrong Group seeks a motivated customer support specialist to assist customers with billing, video products, and service troubleshooting across Internet, TV, and phone offerings. You’ll diagnose issues, guide users through steps, and document outcomes to improve service quality.

Ideal candidates have at least 6 months in tech support or customer service, plus knowledge of Ethernet/WiFi and streaming apps. Flexibility for afternoon/evening/weekend shifts is preferred.

Qualifications

• At least 6 months in Tech Support or Customer Service.
• Understanding of Ethernet and wireless networks (MoCA).
• Strong typing, verbal and written skills.
• Experience with troubleshooting streaming services/apps.

Responsibilities

• Handle billing inquiries and video product troubleshooting.
• Provide support for email customers; troubleshoot webmail and software clients.
• Diagnose issues and route inquiries for telephone products.
• Utilize training materials and internal tools to resolve issues quickly.
• Meet CSR KPI targets: ATT, ACW, AHT, FCR.
• Schedule fiber conversions for eligible customers.

Skills

Customer support

Networking basics

Typing speed

Verbal/written comms

Education

Tech certifications preferred

Tools

Email troubleshooting tools

Job description

An Armstrong Universal Agent supports our digital and next-generation television and streaming products, Internet and Telephone services. Communicating effectively with customers is of paramount importance in resolving inquiries in an effective, professional manner. Strong computer skills and experience with current technological trends are necessary for success in supporting a wide variety of services and consumer devices.Apply now to be considered.What’s In It For YouCompetitive hourly wage with free/discounted servicesAward-winning, positive work environmentBenefit eligibility on your first day with low employee premiums that are far better than the industry averageFree Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companiesOpportunity for advancementEmployee recognition programs401(k) plan participationWhat You’ll Be DoingProficient handling of billing inquiries, video product troubleshooting, and product attributes.Resolve internet troubleshooting calls including support of ethernet and wireless networks.Provide continuing support for our current email customers as well as troubleshooting webmail and various software clients.Isolate customer issues and direct inquiries appropriately regarding our telephone product.Utilize various training materials and our internal tools to quickly and accurately diagnose and resolve customer issues.Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCRMeet or exceed A360 call quality program targetsAdhere to and support customer/company account security and privacy protocolsEfficient scheduling of Fiber conversions for eligible customers.This list is not exhaustive and may be supplemented.What You’ll NeedIdeal candidates should have at least 6 months of experience in a Tech Support or Customer Service role.Technology-related certifications or accredited degrees preferred.Understanding of traditional Ethernet and wireless networks, as well as MoCA networks.Strong typing, verbal and written skills are necessary for success.Familiarity with desktop and mobile operating systems as well as security software packages.Experience with troubleshooting third-party streaming services and apps.Ability to quickly and effectively adapt to changes in the work environment.Coachable person who is eager to learn new skills and take on new responsibilities.Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts.Who We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.Armstrong is an Equal Opportunity Employer.