Tech Support Rep Tier 1

Hiawatha Broadband Communications; Wabasha (MN); On-site; USD 40,000 - 51,000; Full time

Job summary

Hiawatha Broadband Communications in Wabasha, MN is seeking a Technical Support Representative Tier 1 to respond to calls, troubleshoot issues, create and resolve tickets, and escalate as needed. The role emphasizes delivering an exceptional HBC customer experience and maintaining professional conduct with customers.

The position requires a high school diploma or GED, PC familiarity, and strong analytical and communication skills.

Qualifications

• High school diploma or GED required.
• Strong problem-solving and analytical skills.
• Experience with hardware, network issues, digital phone, and connectivity is a plus.

Responsibilities

• Answer Help Desk calls in a courteous, friendly manner and follow procedures.
• Monitor and respond to Support emails.
• Log calls in Help Desk system with detailed information.
• Respond to customer tickets and emails; troubleshoot cable modem or digital phone issues.

Skills

PC literacy

Analytical thinking

Troubleshooting

Networking concepts

Customer communication

Driver's license

Education

High School Diploma or GED

Tools

Macs familiarity

Job description

Hiawatha Broadband
Wabasha, MN 55981, USA

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 escape 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
• 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.
• 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
• 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.

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.