Tech Support Rep Tier 1

Schurz Communications; Wabasha (MN); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Family medical plans

Dental and vision

Company funded HSA

Company 401(k) with match

Paid time off

Paid holidays

Job summary

Hiawatha Broadband Communications is seeking a Technical Support Representative Tier 1 to join our office in Wabasha, MN. You will handle Help Desk calls, respond to emails, and document each interaction to resolve issues efficiently.

The role requires basic PC knowledge, Windows OS familiarity, and strong customer communication. This full-time position offers overtime possibilities and a comprehensive benefits package.

Qualifications

• High school diploma or GED is required.
• Valid driver's license is required.
• Familiarity with PCs is important.
• Knowledge of Windows OS and 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 is helpful.
• 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.

Responsibilities

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

Skills

Customer relations

Communication skills

Troubleshooting

Analytical thinking

PC familiarity

Networking terminology

Email clients

Education

High school diploma or GED

Job description

At HBC, we have the job for you! We have an immediate opening for aTechnical 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 elevate 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: Office located in Wabasha, 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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• 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.