Technical Service Representative 1

Armstrong; Butler (Butler County); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Competitive hourly wage with free/ 할인된

Medical, Dental and Vision insurance

Award-winning, positive work环境

Opportunity for advancement

Employee recognition programs

401(k) plan participation

Job summary

Armstrong is seeking a customer service representative to handle inbound inquiries by phone and email, troubleshoot connectivity issues, and update customer records. This on-site role requires strong communication, typing speed, and the ability to work independently while collaborating with a team.

The position offers a competitive hourly wage, benefits including medical/dental/vision, and opportunities for advancement in a family-owned company with a long-standing history in the industry.

Qualifications

• High school diploma or GED required; Certifications or degrees preferred.
• Advanced computer skills; ability to navigate multiple windows.
• Strong typing, verbal and written communication skills.
• Minimum 6 months experience in customer service, retail or helpdesk.
• Strong communication skills, friendly attitude, active listener and professional.
• Ability to adapt to changes in the work environment.

Responsibilities

• Resolve customer inquiries over the telephone.
• Troubleshoot internet and telephone issues.
• Support email platforms including webmail, mobile devices, and software clients.
• Accurately enter work orders and update customer accounts and contact information.
• Troubleshoot wired and wireless networks including Plume and Armstrong streaming devices.
• Meet or exceed CSR KPI targets (ATT, ACW, AHT, FCR).
• Meet or exceed A360 call quality program targets.
• Use training materials and tools to resolve issues quickly and accurately.
• Accept and process customer payments.

Job description

Looking for a company where your contributions are valued and your growth is encouraged?

Join a family-owned company that is a leader in our industries and committed to the success of our employees. We provide opportunities to learn, grow and build a rewarding career while making a meaningful contribution to our continued success.

OUR NEXT CLASS ANTICIPATED START DAY IS: Fall 2026 Date TBD

(Class date and time are subject to change)

The successful candidate must have the ability to work independently and as part of a team, demonstrating the ability to work with patience and courtesy, even during challenging customer interactions. Must have the ability to communicate effectively; both verbally and in writing, thinking quickly and logically to ensure expedient responses to customer inquiries. Must complete applicable training and display strong organizational and time management skills. The ability to multi-task efficiently and effectively, as well as adhering to our established escalation policy, are of paramount importance.

What’s In It For You

• Competitive hourly wage with free/discounted services
• Medical, Dental and Vision insurance available day
• Award-winning, positive work environment
• Opportunity for advancement
• Employee recognition programs
• 401(k) plan participation

What You'll Be Doing

• Resolve customer inquiries over the telephone
• Proficient handling of internet and telephone troubleshooting inquiries
• Support email platforms including webmail, mobile devices, and software clients
• Accurately enter work orders and tickets as appropriate, including updating of customer accounts, including customer contact information
• Ability to troubleshoot wired and wireless networks including Plume and Armstrong streaming devices
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Use provided training materials and job tools to quickly and accurately resolve customer issues.
• Additional duties or responsibilities may be assigned as necessary
• Accept and process customer payments

What You'll Need

• High school diploma or general education degree (GED) is required; Certifications or degrees preferred
• Advanced computer skills are required; proficiency navigating between multiple windows is necessary
• Strong typing, verbal and written skills are necessary for success
• Familiarity with desktop and mobile operating systems as well as security software packages
• Ideal candidates should have at least 6 months of experience in a customer service, retail or helpdesk environment
• Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
• Motivated and dependable person with strong work ethic and a high degree of integrity
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts

Who We Are

The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.

Armstrong is an Equal Opportunity Employer.