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Technical Support Representative

Orlando, FL

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**MEMBERS ONLY**SIGN UP NOW***. is a leading fiber-optics telecommunications provider in Central and Southwest Florida, providing voice, video, data, and high-speed internet services to commercial and residential customers. We are an organization that valueu2019s each employeeu2019s contributions and encourages everyone to share their ideas. Standing out in the industry by providing superior products and exceptional customer service, this growing, dynamic high-tech company is seeking a Technical Support Representative join our team and grow with us. Job Title: Technical Support RepresentativenReport to: Customer Operations SupervisornStatus: Full Time/Non-Exempt Position Summary:nDemonstrate consistent proficiency in both Technical Support and Customer Service skills with an emphasis on Internet connectivity including resolving customer technical issues with utmost courtesy and professionalism. Conduct each call with the objective of resolving customer's issue u2013 technical or non-technical including offering additional general computer support solutions where appropriate. Responsible for maintaining thorough knowledge of the companyu2019s practices, operations, service offerings, and promotions. This position will include at least one weekend shift. Job Description: Answer end user requests by telephone, online (e.g. chat, email, social media) or in person regarding service offerings, technical issues, billing and equipment. Follow up with proper internal/external documentationnFollow through on customer/client requests or inquiries concerning technical services, products, billing and equipment and work with other departments to resolve reported problemsnContinually maintain working knowledge of all company products and servicesnComplete service orders, trouble tickets and handle customer requestsnProperly utilize third party and stand-alone software to resolve every type of customer inquiry/issuenMaintain confidentiality of customer informationnMaintain proper documentation in customer filesnPractice organization and time management skills including prioritizing work and requesting additional work when appropriatenEnsure workstation is maintained in a clean and professional matternAdditional duties as assigned Job Qualifications: Minimum one year previous internet, cable, or telecommunications technical support/help desk experience including DSL, Ethernet and Cable Modem Connections preferrednMinimum of one year previous customer service experience resolving customer inquiries of a non-technical nature in a face to face, phone or multi-channel online environmentnHigh school diploma or equivalentnCollege degree preferrednAt least 18 years of agenMust be authorized to work in the USnStrong proficiencies in computers with an emphasis on Internet connectivity and networkingnKnowledge of how to use a phone in a call center environmentnExcellent verbal and written communication skillsnFunction as a team player in peer relationshipsnAvailability to commit to flexible work schedulenMust have a valid driveru2019s license and a clean driving record.nMust be able to pass a criminal background check and drug test.nFlexibility to work mandatory overtime in order to meet business needs. **MEMBERS ONLY**SIGN UP NOW***. is a life-line service provider and this position is classified as essential. Coverage, above and beyond normal working hours; before, during and after inclement weather events, including hurricanes, may be required. **MEMBERS ONLY**SIGN UP NOW***. is a drug and tobacco free workplace.

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