Technical Support Specialist

Great Plains Communications; Blair (NE); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive wage

Comprehensive benefits package

Job summary

Great Plains Communications in Blair, NE seeks an experienced Technical Support Specialist to provide escalated technical support for Internet and Voice services in the Blair/Omaha metro area. In-office training is required in Blair, NE.

The role serves as Tier 2 escalation for Customer Response Representatives and Broadband Technicians. The ideal candidate has 2+ years in Internet-related computing systems and IP networks, with customer service background and additional technical training.

Qualifications

• 2 years' experience with Internet-related computing systems (PCs and servers) and IP networks.
• Experience in a multi-faceted network (Voice, Video, Data).
• 6+ months experience in a customer service environment.
• Ideal candidate will be a high school graduate or equivalent and have additional technical training.

Responsibilities

• Provides resolution of Internet, Voice, IP Video, Wireless, and Home Security service problems.
• Processes tickets escalated by Tier 1 support or calls from CRC.
• Provides end-to-end resolution of escalated tickets in a timely manner.
• Answers customer questions pertaining to connecting, browsing, networking, and email.
• Creates internal trouble tickets and routes them to local technicians when needed.
• Monitors ticket close times to ensure prompt resolutions.

Skills

Customer service

Networking concepts

IP networks

Technical troubleshooting

Education

High school diploma or equivalent

Job description

Great Plains Communications is growing!We are seeking experienced Technical Support Specialist in the Blair, NE / Omaha Metro area. In office training is required in Blair, NE.

Great Plains Communications is looking for Technical Support Specialist to provide an escalated level of technical support for the Internet and Voice lines of business. Will serve as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians. Communicates with the GPC Service Assurance team regarding widespread residential service outages. Identifies areas for improvement in Tier 1 troubleshooting and provides procedures and training as required.

Duties Include:

• Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems
• Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.
• Provides end-to-end resolution of all escalated tickets in a timely manner.
• When necessary, answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services.
• When required, creates internal trouble ticket that is routed to local technician.
• Monitors ticket close times to assure prompt resolutions.
• Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively.
• Follows appropriate processes for problem documentation, assignment, escalation, and tracking.
• Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc.
• Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately.
• Answers calls and interacts with all customers in a friendly and professional manner.
• Interacts with GPC field personnel to provide resolution to customer-related Internet service problems.

Ideal candidate will be a high school graduate or equivalent and have additional technical training.Desired experience - 2 years' experience with Internet-related computing systems (PCs and servers) and IP networks.

Experience in a multi-faceted network (Voice, Video, Data)

6+ months experience in a customer service environment

Why Join Great Plains Communications?

We are a premier fiber-driven technology provider with a 19,000-mile network delivering reliable solutions to nearly 200 communities. We offer a competitive wage, a comprehensive benefits package, and a culture focused on professional growth.

High-performing network, high-performing people.