Technical Support Specialist I

Great Plains Communications, LLC; Blair (NE); Hybrid; USD 17,000 - 25,000; Part time

Job summary

Rightfiber, formerly Great Plains Communications, seeks a Part-time Technical Support Specialist I in Blair, NE. The role focuses on escalated support for Internet and Voice services, serving as the Tier 2 point for CRC and technicians.

Flexible hours and potential remote work after training are offered. Ideal candidates have a high school diploma, 2 years of Internet-related experience, and 6+ months in customer service.

Qualifications

• High school diploma or equivalent.
• 2 years' experience with Internet-related computing systems and IP networks.
• 6+ months experience in a customer service environment.
• Additional technical training preferred.

Responsibilities

• Provide escalation-level technical support for Internet and Voice services.
• Resolve escalated tickets end-to-end in a timely manner.
• Assist Tier 1 and field staff with troubleshooting.
• Coordinate with service assurance on outages.
• Document problems and follow escalation procedures.

Skills

Customer service

Technical training

IP networks

Problem solving

Education

High school diploma

Job description

## Technical Support Specialist IApply: Blair, NE: Part time: Posted 13 Days Ago: JR100099It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.**Rightfiber** (formerly Great Plains Communications) is looking for a **Part-time Technical Support Specialist** (30 hours per week) 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.**Flexible hours \\*\\* IDEAL POSITION\\*\\* for College Student or Stay at home Moms!!****THIS POSITION IS PART-TIME working 30 hours per week - 9 am to 9pm. Work is on Monday, Friday, and Saturday with flexiblitity on a 4th day during the week.****Applicants for this part-time position can live in the Omaha/Blair/Kearney/Chadron metro area. Required in office training during first 6-8 weeks of hire.****There is an option to be fully remote after initial in-house training of approximately 6-8 weeks. Occasional in-house meetings to the Blair, Kearney or Chadron office is 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 resolutions 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 environmentRightfiber, formerly Great Plains Communications, is built on a legacy of delivering reliable connectivity while embracing a bold vision for the future. Backed by Grain Management, Rightfiber brings together two companies with more than a century of experience each to create one of the nation’s largest privately held fiber broadband platforms. Serving more than 400 communities across 20 states, Rightfiber delivers fast, reliable fiber internet and technology solutions to nearly 300,000 homes and businesses.While our brand is new, our commitment remains the same – providing dependable service, personalized local support, ongoing investment in our fiber network, and meaningful connections that strengthen the communities we serve.Rightfiber. Right By You.**www.rightfiber.com**