Tech Support CSR — Internet, TV & Billing Expert

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

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.