Technical Support Representative Job Description

Job Summary:

  Blue Mountain Networks is seeking a dedicated and knowledgeable Technical Support Representative to join our telecommunications company. This role involves providing advanced technical support to our customers, both remotely and in person, and assisting walk-in customers with payments, equipment returns, and any other concerns they might have. The ideal candidate will have strong technical expertise, excellent customer service skills, a professional appearance and demeanor, and the ability to handle multiple tasks in a fast-paced work environment.

Duties/Responsibilities:

• Provide Technical Support and handle support escalations for customers experiencing issues with their Blue Mountain Networks services or accounts.
• Troubleshoot and resolve complex technical problems via phone, email, and chat with excellent communication skills.
• Escalate unresolved issues to other departments as necessary, coordinating customer issue resolution while always updating accounts and informing the customer of new developments in a timely and professional manner.
• Maintaining detailed records of all customer interactions and resolutions on customer accounts and via the ticketing systems.
• Mentor and assist other Tech Support Representatives as needed, working closely with other customer service representatives and departments to ensure seamless customer service and positive customer experiences.
• Manage ticketing queue and assign tickets as per established company policies and SLA guidelines.
• Demonstrate familiarity with the internet, email, TCP/IP, OS, DHCP, networking, and routers to troubleshoot hardware/software configurations.

Customer Assistance: 

• Greet and assist walk-in customers with inquiries, payments, equipment returns, and any other needs that walk-in customers may have.
• Assess billing on a customer’s account and process customer payments as needed on customers’ accounts, always notating the account.
• Handle in-person equipment returns, scanning and notating accounts as equipment is returned.
• Assist with overall inventory management, counting, organizing, and receiving of inventory/packages at our office location(s).
• Manage the office area, ensuring it is clean, organized, and welcoming to customers.
• Other duties as assigned.

Required Skills/Abilities:

• Strong technical knowledge relating to troubleshooting and telecommunication equipment, systems, and software.

• Excellent customer service and communication skills, including written and verbal communication skills.

• Ability to stay organized and complete tasks as assigned.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in using ticketing systems and office software (e.g. Microsoft Office)
• Ability to work independently with minimal supervision, and as part of a team.
• Reliability
• Strong attention to detail.
• Ability to prioritize and meet deadlines.

Education and Experience:

• Minimum of one year of experience in technical support, preferably in telecommunications or a similar industry.
• High School diploma or equivalent; an Associate degree in a related field is preferred

Physical Requirements:

• Ability to sit and stand for long periods of time.
• Must be able to read and view a computer screen for extended periods.
• Must be able to hear well enough to communicate with customers and employees

Job Type: Full-time

Office: Reporting to Office

Pay: Hourly

Reports to: Technical Support Supervisor

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid time off and Holidays

Education reimbursements