Tech Support Rep Tier 1

Hiawatha Broadband Communications, Inc; Wabasha (MN); Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Family Medical

Dental and Vision

Company funded HSA

Short Term Disability

Long Term Disability

Parental Leave

Life insurance

401(k) match

Paid Time Off

Volunteer Time Off

Paid Holidays

Job summary

Hiawatha Broadband Communications, Inc. is seeking a Technical Support Representative Tier 1 to respond to calls, troubleshoot issues, create tickets, and escalate as needed. The role offers remote work with proximity to Hastings or Farmington, MN, and a starting pay of $19/hour with overtime potential.

The position is full-time and reports to the Manager, Technical Support. Candidates should have a high school diploma, PC familiarity, Windows OS knowledge, and strong problem-solving and

Qualifications

• High school diploma or GED required.
• Good PC familiarity and Windows OS knowledge.
• Ability to analyze, prioritize and solve problems.
• Excellent customer relations and communication skills.
• A+ certification is a plus.

Responsibilities

• Answer Help Desk phones in a courteous manner following procedures.
• Monitor and respond to Support emails and track calls in Help Desk software.
• Enter call details and respond to customer requests.
• Provide support for cable modem or digital phone issues.
• Escalate issues to appropriate departments as needed.

Skills

Customer service

Problem solving

Communication

Education

High school diploma or GED

Tools

Windows OS

Outlook

Help Desk software

Networking basics

Job description

At HBC, we have the job for you! We have an immediate opening for a Technical Support Representative. This position is responsible for providing quality support for our customers. In this role you will have the opportunity to respond to calls, analyze and troubleshoot issues, create and resolve tickets, and escalate issues to specific departments. We are looking for motivated individuals who can deliver an exceptional “HBC customer experience” that is second to none. Opportunities for advancement, a robust benefits package, and a friendly atmosphere await.

Title: Technical Support Representative Tier 1

Location: Remote, with proximity to office located in Hastings or Farmington, MN

Rate: Pay starting at $19/hour plus overtime as applicable

Full-Time/Part Time: Full-Time

Reporting to: Manager, Technical Support

Primary Responsibilities Include

• Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.
• Monitor and respond to Support emails
• Enter the calls in Help Desk tracking software, including detailed information.
• Routinely check voicemail
• Respond to customer generated tickets and email support requests.
• Provide support for any cable modem or digital phone issues.
• Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times
• Comply with company policies and specifications
• Perform other duties as assigned

You Will Need To Have

• High school diploma or GED equivalent
• Valid and clean driver's license
• Familiarity with PCs is important
• Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
• Ability to analyze, identify, prioritize and solve problems is required.
• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
• Understanding of networking terms.
• Good customer relations and communication skills are required.
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation

Even Better If You Have

• A+ certification is a plus.
• Understanding of networking terms.
• Familiarity with Macs is a plus.

Benefits

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

When you join Hiawatha Broadband Communications...

You’ll be joining an award-winning company and team. We also believe in giving back to the community and we want our employees to have the opportunity to do so. We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go to www.schurzchoice.com.

Schurz Communications And Its Subsidiaries Strategic Objectives

• We will attract, invest in, communicate with, and retain top talent.
• We will innovate, partner, experiment and create a better future together.
• We strive to continuously improve operating performance to ensure sustained growth.
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Required to drive to customer homes
• The employee generally works in an indoor office environment.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.