Technical Support Agent

Matanuska-Susitna Borough; Palmer (AK); On-site; USD 52,000 - 68,000; Full time

Job summary

Matanuska-Susitna Borough seeks a Technical Support Agent to be the first contact for member issues and inquiries regarding MTA Internet services, including DSL, email, totalWiFi and MTA Shield.

In a fast-paced 24-hour call center, you will troubleshoot network problems, schedule Field Support Technicians, and coordinate across departments while supporting customer-owned equipment. Strong communication and problem solving are essential.

Qualifications

• Six months experience in Support Center environment preferred.

Responsibilities

• Provide professional, courteous, prompt, and accurate support to customers.
• Documents, communicates, analyzes, and troubleshoots reported problems.
• Respond to user questions via telephone, email, web or other methods.
• Monitor, follow up and communicate information to customers as appropriate.
• Provide coaching and mentoring for new hire agents to develop skills.
• Support and review Wi-Fi issues in customer premises and mitigate service issues.
• Provide managed support, troubleshooting and service configurations for MTA equipment.
• Utilize remote desktop and other tools to analyze and resolve issues.
• Enter, assign and monitor issues in the online Trouble Ticket System.
• Maintain familiarity with MTA products and services to aid analysis and sales processes.
• Support all Field Support Technicians.
• Refer unresolved issues to Dispatch Triage.
• Update knowledge base with findings.
• Identify email issues and coordinate with NeoNova Systems.
• Monitor trends and report outages to relevant teams.
• Maintain professional demeanor at events.
• Perform other duties as assigned.

Skills

Customer support

Troubleshooting

Communication

Networking basics

Education

High School Diploma or GED

IT Degree preferred

IT Certifications (MTA/ITF/A+/Net+/MCP/MCSE/CCNA) preferred

Tools

Trouble Ticket System

Remote Desktop

MTA application tools

Job description

Primary Duties And Responsibilities

Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA Shield. This position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up.

Primary Duties And Responsibilities

Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA Shield. This position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up.

Specific Task Description

• Provide professional, courteous, prompt, and accurate support to customers. Document, communicate, analyze, and troubleshoot reported problems. Determine proper solutions and guide customers through corrective actions. Respond to user questions and inquiries via telephone, email, web, or other communication methods. Monitor, follow up and communicate information to customers as appropriate.
• Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers.
• Support and review any Wi‑Fi issues in customer premises and utilize tools to mitigate any service issues with MTA
• Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices.
• Simultaneously use a wide range of MTA's application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support.
• Enter, assign, and monitor issues in the on‑line Trouble Ticket System while maintaining customer account integrity.
• Maintain a high level of familiarity with constantly evolving MTA's products and services to allow for analysis, troubleshooting and sales processes.
• Support all Field Support Technicians.
• Refer unresolved service issues to the Business/Field Dispatch Triage team.
• Provide input for updating the Support Center information and knowledge database.
• Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems). After trouble resolution, review, research, and make recommendations to supervisor for customer credit requests.
• Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages. Provides status updates to appropriate work groups in a timely manner.
• Provide a professional demeanor at all company events.
• Perform other duties as assigned.

Education

Required Qualifications:

• High School Diploma or GED required
• IT Degree preferred
• MTA Helpdesk, ITF, A+, Net+, MCP, MCSE or CCNA Certification preferred

Work Experience

Six months experience in Support Center environment preferred. Achievement of the afore‑mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential.

JOB QUALIFICATIONS (Knowledge, Skills, Abilities)

Must be 18 years or older.

Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and pe sonal computing devices. This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment.

Ability to type 45 words per minute highly desirable.

Past System Administration experience strongly desired.