Technical Support Representative
job description
Twin Lakes Communications is seeking an energetic, customer-oriented individual for a full-time Technical Support Representative position to provide help desk support to our valued customers. This position provides the first level technical support in a collaborative work environment. This position will work directly with customers to provide technical support and problem resolution using various means of communication such as phone calls, e-mail, and chat. This is a call center environment requiring professional level customer service. Technical Support Representatives may be required to work evenings, weekends, holidays, and to be on-call as scheduled.
Functions of the Position*:
· Provide technical assistance to answer questions or resolve problems using various communication methods.
· Assist with installation and testing of customer premise equipment using various communication methods.
· Utilizes team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues.
· Monitors Network Management Systems to proactively identify and resolve network issues.
· Performs all record keeping functions as directed.
*Functions and abilities listed are not all inclusive of the job description.
Requirements
· Must possess a High School diploma or equivalent. Candidates possessing IT certifications and technical support experience are preferred.
· Possess comprehensive knowledge of personal computer uses and basic IT concepts.
· Proficient in using and supporting common IT related systems, including various versions of Microsoft Windows, Office, macOS, mobile devices, networking components, remote access software, and antivirus software.
· Must be able to work days, evenings, weekends, or holidays as scheduled.
· Must be able to work be on call as necessary.
· Must be an adaptive problem solver with well-balanced technical experience.
· Must possess strong oral/written communication.
· Must be a team player within the organization.
Benefits
Group Health Insurance
Matching 401k
Paid Leave
Group Life
Disability