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Technical Support Representative

Germantown, NY 12526

Posted: 04/17/24 Employment Type: Temp To Perm Industry: Admin/Clerical Job Number: 15447

Job Description

Position:  Tier 2 Technical Support Representative
Location:  Germantown, NY with occasional travel to other New York locations including Kingston and Hancock, NY
Job Type:  Temp to Perm
Salary: $18-$24 / Hour BOE
Schedule:  Full Time, Monday - Friday with potential for overtime / weekend hours as needed.


Position Summary  
The Tier 2 Technical Support Representative will have a primary focus of supporting the onboarding and ongoing service support for residential and commercial customers throughout the communities we serve. Committed to providing the highest quality service, the Technical Support Representative role supports all customer technology and service inquiries, including repair, billing, and account management for fiber broadband and telephone services. In addition, the TSR will be responsible for developing training content and job aids to ensure unity amongst employees and affiliates. This is a highly skilled internal/external customer facing role. 
Duties/Responsibilities: 
  • Effectively leverage tools, quality guidelines, processes, and resources to drive first contact resolution.  
  • Communicates, engages, and provides customers with education on products and services.  
  • Maintains excellent customer rapport by listening to and resolving concerns and answering questions.  
  • Supports escalated complex technical support issues from customers and Tier 1 technical support team. 
  • Mentor and guide business partners from a Technical Support aspect 
  • Interacts with customers in a professional, courteous manner including when responding to escalations and repeat customer concerns.  
  • Own all escalations until completed to customer satisfaction. 
  • Effectively works to build a consultative relationship with the customer to create understanding and resolve all concerns. 
  • Mentorship and on the job training of new internal/business partner employees. 
  • Acts as an expert in all customer systems 
  • Assists in User testing for all integrations and system changes. 
  • Educates and promotes self-service options.  
  • Provides day of job and dispatch support to Field Technicians  
  • Follows established support processes procedures, including use of appropriate resources and desktop tools. Enters and completes orders according to established business rules.  
  • Normal work shift may include weekends; may include 10-hour days for 4 days a week and must be available to work overtime including weekends, evenings, and holidays, as necessary. 
  • Ability to travel to multiple work sites as needed. 
  • Regular, consistent, and punctual attendance.  
  • Other duties and responsibilities as assigned.  
Required Skills/Abilities:  
  • Exceptional customer service skills.  
  • Strong ability to multitask.  
  • Ability to communicate with and support customers in voice (phone) and digital communication (chat, SMS, email, social media) channels.  
  • Self-motivated with strong time/self-management skills and interpersonal communication skills to work closely and collaborate with customers, subcontractors, and cross functional departments.  
  • Ability to solve customer problems quickly during stressful situations.  
  • Excellent communication (oral and written) skills.  
  • Possesses high sense of urgency, strong work ethic and is results oriented.  
  • Always operates with a team player mentality.  
  • Ability to receive and learn from feedback provided related to performance.  
  • Ability to work independently and make sound decisions, engaging assistance from supervisor and/or other teams as required. 
  • Must be able to work independently in a fast paced, structured environment and maintain composure in stressful situations. 
  • On-site support with occasional work from home opportunities. 
  • Ability to read, write, speak, and understand English.  
Education and Experience:  
  • High school diploma or equivalent required. Technical/associate degree preferred 
  • 3-5 years of customer service, sales and/or technical support preferred.  
Work Conditions:  
  • Must be able to wear a telephone headset and utilize multiple tools and computer programs. 
  • Must be comfortable with sitting for long periods of time. 
  • Must be comfortable traveling to different work sites, as needed. 
Compensation and Benefits
Competitive salary and benefits package including Health, Dental and Vision Insurance with generous employer contribution, Life Insurance, Short and Long Term Disability, 401K with 100% match of first 3% and 50% match of remaining 2%, 2 weeks Vacation, Employee Discount, Commuter Benefits Program and Adoption Assistance.
Compensation and Benefits
Competitive salary and benefits package including Health, Dental and Vision Insurance with generous employer contribution, Life Insurance, Short and Long Term Disability, 401K with 100% match of first 3% and 50% match of remaining 2%, 2 weeks Vacation, Employee Discount, Commuter Benefits Program and Adoption Assistance.

 

Job Requirements

Bilingual Spanish a plus
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