Customer Service Universal Agent

Armstrong; Butler (Butler County); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly wage

Positive work environment

Low employee premiums on day one

Free Armstrong services (Internet, TV,

Discounted services from affiliates

Opportunity for advancement

Employee recognition programs

401(k) plan participation

Job summary

Armstrong Group is seeking an Universal Agent to support our digital and next-generation television and streaming products, Internet and Telephone services. Communicating effectively with customers is essential to resolving inquiries in a professional manner.

You will diagnose issues, assist with billing and internet/email problems, and work with training materials to provide timely solutions. This role offers advancement opportunities within Armstrong and is part of a diverse nationwide team.

Qualifications

• At least 6 months experience in tech support or customer service.
• Tech certifications or accredited degrees preferred.
• Understanding of Ethernet and wireless networks.
• Strong typing and written skills.
• Familiar with desktop and mobile operating systems and security software.
• Experience troubleshooting streaming services and apps.
• Able to adapt to changes in the work environment.
• Flexible afternoon/evening weekday and/or weekend shifts.

Responsibilities

• Handle billing inquiries, video product troubleshooting, and product attributes.
• Resolve internet troubleshooting including ethernet and wireless networks.
• Support current email customers and troubleshoot webmail and software clients.
• Isolate issues and direct inquiries about our telephone product.
• Use training materials and internal tools to diagnose and resolve issues.
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR.
• Meet or exceed A360 call quality program targets.
• Follow security and privacy protocols.
• Efficient scheduling of Fiber conversions for eligible customers.
• This list is not exhaustive and may be supplemented.

Skills

Tech support

Customer service

Network basics

Strong typing

Written communication

Flexible shifts

Education

Tech certifications

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.

What’s In It For You

• Competitive hourly wage with free/discounted services
• Award-winning, positive work environment
• Benefit eligibility on your first day with low employee premiums that are far better than the industry average
• Free Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companies
• Opportunity for advancement
• Employee recognition programs
• 401(k) plan participation

What You’ll Be Doing

• Proficient 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 FCR
• Meet or exceed A360 call quality program targets
• Adhere to and support customer/company account security and privacy protocols
• Efficient scheduling of Fiber conversions for eligible customers.
• This list is not exhaustive and may be supplemented.

What You’ll Need

• Ideal 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 Are

The 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.