Internet Support Specialist

Jobtailor

Rock Hill (SC)

On-site

USD 34,000 - 52,000

Full time

8 days ago

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Job summary

Jobtailor is seeking a Customer Support Specialist to troubleshoot broadband connectivity and email issues, providing timely, professional assistance across phone, email, chat, text, and social media.

You will identify upgrade opportunities, collaborate with cross-functional teams, and strive for first-call resolution and high customer satisfaction.

Qualifications

High school diploma or equivalent required.
1-2 years customer service in a technical environment and/or computer networking experience preferred.
Excellent communication and interpersonal skills.
Troubleshooting and computer skills.
Ability to work flexible hours, including weekends, holidays and during severe weather.

Responsibilities

Screen broadband internet troubles and technical support requests.
Communicate with customers to resolve connection and email issues or request additional customer assistance.
Identify opportunities to provide leads to Customer Service for service upgrades.
Provide world class customer service and first call resolution.
Respond to internet trouble requests via phone, email, chat, text and social media.
Resolve internet connectivity, email and related issues in a timely and professional manner.
Meet or exceed monitoring scores, KPI adherence and lead objectives.
Adhere to departmental attendance guidelines.
Collaborate with Network, Engineering, CNOC, Testboard and Plant departments to identify, track and resolve customer issues and outages.
Perform training, OT, ADC, SMA, CNOC and other assigned special projects.
Inform the Team Supervisor about training needs, outages, equipment troubles and customer service issues.

Skills

Customer Service

Troubleshooting Skills

Technical Support

Communication Skills

Computer Networking Experience

Education

High school diploma or equivalent

Computer Technology degree preferred

Tools

Phone

Chat

Text

Social Media

Job description

Screen broadband internet troubles and technical support requests
Communicate with customers to resolve connection and email issues or request additional customer assistance
Identify opportunities to provide leads to Customer Service for service upgrades
Provide world class customer service and first call resolution
Respond to internet trouble requests via phone, email, chat, text and social media
Resolve internet connectivity, email and related issues in a timely and professional manner
Meet or exceed monitoring scores, KPI adherence and lead objectives
Adhere to departmental attendance guidelines
Collaborate with Network, Engineering, CNOC, Testboard and Plant departments to identify, track and resolve customer issues and outages
Perform training, OT, ADC, SMA, CNOC and other assigned special projects
Inform the Team Supervisor about training needs, outages, equipment troubles and customer service issues

Requirements

High school diploma or equivalent required
Computer Technology degree preferred
1-2 years customer service in a technical environment and/or computer networking experience preferred
Excellent communication and interpersonal skills
Troubleshooting and computer skills
Ability to work flexible hours, including weekends, holidays and during severe weather
Ability to work extended hours or overtime as needed
Patient and able to work under stress during times of high call volume and outage situations

Core Competencies

Demonstrates strong troubleshooting and customer service skills in a technical environment, effectively resolving internet connectivity and email issues while maintaining high customer satisfaction. Capable of collaborating with various departments to address and track customer concerns and outages.

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