Technical Support Specialist I

Armstrong-Utilitie; Butler (Butler County); On-site; USD 32,000 - 42,000; Full time

Job summary

Armstrong Utilities is hiring for a customer service representative to resolve inquiries by phone and email. You will handle internet and telephony troubleshooting, update customer records, and process payments as needed.

The role requires quick thinking, strong communication, and the ability to multi-task while adhering to escalation policies and KPIs. Flexible afternoon/evening weekday and weekend shifts are common for this team.

Qualifications

• Experience in customer service or helpdesk is preferred.
• Ability to navigate multiple windows and use standard software.
• Strong verbal and written communication skills.

Responsibilities

• Resolve customer inquiries over the telephone.
• Troubleshoot internet and telephone issues.
• Support emails via webmail and mobile devices.
• Enter work orders and update customer accounts.
• Troubleshoot wired and wireless networks (Plume/ARM streaming).
• Meet CSR KPI targets (ATT, ACW, AHT, FCR).
• Follow training materials and company tools to resolve issues.

Skills

Customer service

Communication

Time management

Multitasking

Typing

Active listening

Education

High school diploma or GED

Certifications preferred

Job description

Armstrong Utilities is hiring for a customer service representative to resolve inquiries by phone and email. You will handle internet and telephony troubleshooting, update customer records, and process payments as needed.

The role requires quick thinking, strong communication, and the ability to multi-task while adhering to escalation policies and KPIs. Flexible afternoon/evening weekday and weekend shifts are common for this team.