Technical Support & Customer Care Specialist

Armstrong-Utilitie; Butler (Butler County); On-site; USD 32,000 - 46,000; Full time

Job summary

The Armstrong Group is seeking a customer support representative to handle inbound inquiries by phone and email, troubleshoot internet and telecom issues, and maintain accurate customer records. The role emphasizes quick, courteous problem solving and adherence to escalation policies.

Ideal candidates bring at least 6 months in customer service, strong communication skills, and the ability to adapt to a dynamic environment. Afternoon/evening shifts and weekend work are part of the schedule.

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.
• 6 months of experience in customer service, retail or helpdesk preferred.
• Ability to adapt to changes in work environment; coachable and eager to learn.
• Flexibility for afternoon/evening weekday and/or weekend shifts.

Responsibilities

• Resolve customer inquiries over the telephone.
• Handle internet and telephone troubleshooting inquiries.
• Support email platforms including webmail, mobile devices, and software clients.
• Enter work orders and tickets; 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).
• Adhere to training materials and tools to resolve issues; may take on additional duties as needed.

Skills

Customer service

Communication

Time management

Multitasking

Patience

Problem solving

Education

GED or high school diploma

Certifications preferred

Tools

CRM / ticketing system

Email platforms (webmail)

Job description

The Armstrong Group is seeking a customer support representative to handle inbound inquiries by phone and email, troubleshoot internet and telecom issues, and maintain accurate customer records. The role emphasizes quick, courteous problem solving and adherence to escalation policies.

Ideal candidates bring at least 6 months in customer service, strong communication skills, and the ability to adapt to a dynamic environment. Afternoon/evening shifts and weekend work are part of the schedule.