Tech Solutions Advisor Trainee — Entry-Level Tech Support

EPB; Chattanooga (TN); Híbrido; USD 36 000 - 48 000; Tempo integral

Resumo da oferta

EPB is hiring an entry-level Technical Solutions Advisor Trainee to provide professional customer service via phone, email, web chat, or SMS within a contact center. The program includes structured training, observation, and progression through Tier 1/2 support to full production with 24/7/365 coverage.

The role emphasizes learning policies, troubleshooting, and effective communication with customers, clients, contractors, and vendors while upholding EPB's guiding principles.

Qualificações

• : Must have excellent customer service and communication abilities.
• : Familiar with residential hardware and streaming/video services.
• : Knowledge of Windows, macOS, and mobile OS; basic Excel skills.

Responsabilidades

• Develop understanding of EPB policies, procedures, and guidelines.
• Build foundational knowledge of RF, IPTV, streaming video, internet access, and telephone services.
• Participate in observation and training to learn customer interactions.
• Acquire Tier 1 troubleshooting knowledge for residential customers.
• Receive training on conducting in-depth customer interviews to diagnose issues.
• Learn escalation procedures and engage support teams appropriately.
• Begin handling customer contacts full-time under supervision.
• Demonstrate understanding of EPB Guiding Principles.
• Complete mentorship and trainings with assessments.
• Move to full production with 24/7/365 shift availability.

Conhecimentos

Customer service

Communication

Problem solving

Teamwork

Technical troubleshooting

Multichannel support

Formação académica

Associate degree preferred

1-2 years related experience

Ferramentas

Windows OS

Microsoft Office

Outlook

Descrição da oferta de emprego

EPB is hiring an entry-level Technical Solutions Advisor Trainee to provide professional customer service via phone, email, web chat, or SMS within a contact center. The program includes structured training, observation, and progression through Tier 1/2 support to full production with 24/7/365 coverage.

The role emphasizes learning policies, troubleshooting, and effective communication with customers, clients, contractors, and vendors while upholding EPB's guiding principles.