Technical Care Specialist

Blackfoot Communications; Missoula (MT); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

401k with employer match

Pension plan

Job summary

Blackfoot Communications is seeking a Technical Care Specialist to serve residential customers, handling inquiries, service orders, and basic technical issues. You will escalate complex problems while coordinating with billing and sales as needed.

The role emphasizes strong customer service and product knowledge within a telecom context. Primary duties include troubleshooting voice and data connectivity, performing routine diagnostics, and documenting steps in the ticketing system.

Qualifications

• Associate's degree in related field, or 2-3 years of related work experience.
• Experience in residential telecom customer support is advantageous.
• Strong communication and organizational skills are essential.

Responsibilities

• Respond to residential customer inquiries about products, services and accounts.
• Process service changes, updates and billing inquiries as needed.
• Provide first-line technical support for voice and data issues.
• Escalate complex issues with complete documentation and coordinate with dispatch when on-site service is required.

Skills

Customer service

Technical support

Communication

Multitasking

Time management

Typing

Education

Associate's degree in related field

2-3 years of related work experience

Tools

Calix Cloud

WiFi diagnostics

Ticketing system

Job description

About Us:

Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer

We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.

Job Summary:

The Technical Care Specialist serves as the primary point of contact for residential customers, combining customer service with basic technical support. This role handles account inquiries, service orders, and resolves routine technical issues while escalating complex problems as needed. The position focuses primarily on residential customers but may occasionally assist with business customers as needed.

Essential Job Duties and Responsibilities:

Customer Service & Account Management:

• Respond to customer inquiries about Blackfoot products, services, and account status, including service history.
• Process service orders, including service changes, technical requests, and account updates as needed.
• Transfer non-basic billing inquiries to billing department and sales opportunities to sales team when needed

Technical Support:

• Serve as first-line technical support for residential customers experiencing voice and data connectivity issues with the goal being to resolve their issues on the first call.
• Responsibilities include basic technical support and troubleshooting tasks, such as (but not limited to):
  
  • Utilizing programs such as the switch and access platforms to perform basic diagnostics/troubleshooting on voice and data services.
  • WiFi updates and email password resets
  • Modem/router reboots and basic configuration/provisioning
  • WiFi connectivity troubleshooting
  • Basic Calix Cloud diagnostics (signal strength, device status, traffic, saturation, etc.)
• Document all troubleshooting steps and customer interactions in ticketing system.
• Escalate unresolved or complex technical issues to appropriate groups with complete documentation.

Administrative Functions:

• Coordinate with dispatch, convert and dispatch work orders for field technician assignments when on-site service or customer appointment is required
• Ensure accurate recordkeeping across ticketing and customer management systems
• Engage in cross-functional collaboration and training to improve service delivery.
Assist with porting related duties such as CSR’s, LSR processing, etc.

Additional Job Duties and Responsibilities:

Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

• Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long term successful customer relationships.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Speak and write clearly and accurately.
• Demonstrated proficiency in typing and grammar.
• Know relevant software computer applications and equipment.
• Understand customer service principles and practices.
• Willingness to co-operate with others and work to the greater good.
• Multi-tasking capabilities and the ability to work in a fast paced environment that is constantly changing.
• Have exemplary attendance and punctuality.
• Be flexible and adapt to change.
• Self-starter and team player to accomplish work objectives.
• To clearly convey and receive information and ideas.
• Identify and understand complex issues, problems, and opportunities.
• De-escalate tense customer situations using appropriate interpersonal styles and methods.
• Work with appropriate time limits to resolve issues/find resolution.
• Provide stable job performance under pressure.
• Technical/professional expertise required to do the job effectively and to create effective customer solutions to ensure an exceptional experience.
• To work with diverse people, in diverse situations.
• Set high standards of performance for self and have accountability for successfully completing assignments or tasks.

Education and Experience:

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be:

Associate's degree in related field and/or 2 to 3 years of related work experience, preferred.