Tier 2 Tech Support Specialist - Internet & Voice

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 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.