Tech Support Rep Tier 1 - Customer-Focused Help Desk

Schurz Communications, Inc.; Minnesota; On-site; USD 22,000 - 30,000; 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

Paid holidays

Job summary

Hiawatha Broadband Communications (HBC) in Wabasha, MN is hiring a Technical Support Representative Tier 1 to respond to calls, troubleshoot issues, and manage tickets. You will support cable modem and digital phone products while delivering an exceptional customer experience.

The role is full-time, with pay starting at $19/hour, plus overtime as applicable. You will report to the Manager, Technical Support and join an award-winning team committed to customer service excellence.

Qualifications

• High school diploma or GED.
• Valid and clean driver's license.
• Familiarity with PCs.
• Ability to analyze, identify, prioritize and solve problems.
• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity.
• Understanding of networking terms.
• Good customer relations and communication skills.
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation.

Responsibilities

• 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

Skills

Customer service

Problem solving

Networking basics

Hardware troubleshooting

Email clients

PC familiarity

Communication skills

Valid drivers license

Education

High school diploma or GED

A+ certification

Job description

Hiawatha Broadband Communications (HBC) in Wabasha, MN is hiring a Technical Support Representative Tier 1 to respond to calls, troubleshoot issues, and manage tickets. You will support cable modem and digital phone products while delivering an exceptional customer experience.

The role is full-time, with pay starting at $19/hour, plus overtime as applicable. You will report to the Manager, Technical Support and join an award-winning team committed to customer service excellence.