Technical Support Representative

Description:

This Technical Support Representative position is for the following shift: Wednesday - Sunday, 10am-7pm


POSITION SUMMARY

This position is performed in a call center environment, troubleshooting first tier technical issues for television, internet, and landline phones. The Technical Support Representative supports all aspects of the subscriber experience, including but not limited to scheduling, provisioning, billing, and providing outstanding service for a high level of subscriber satisfaction. This position promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the general public to fulfill the goals of OzarksGo.


REPORTING RELATIONSHIPS

Reports to: Technical Support Supervisor


MAJOR RESPONSIBILITIES

Promptly and courteously responds to subscriber inquiries and provides support via telephone, email, written correspondence, or face to face regarding requests for OzarksGo services.
Maintains accurate and complete member records via computer in a timely fashion including but not limited to contact tracking records, notes, and set up of accounts. Addresses billing, collections, outages, and related procedures to ensure generation of appropriate records, correspondence, and service orders for effective work management.
Coordinates with internal staff and contractors to address various customer service-related issues, including eligibility, line extensions, seasonal billing, equipment, technical issues, etc.
Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication. Attends community and promotional events as appropriate.
Promotes and maintains a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.
Supports and keeps abreast of bylaws, guidelines, policies/procedures and philosophies of the parent cooperative in an effort to effectively serve and support members and subscribers.
Performs other duties as assigned in order to fulfill the objectives of OzarksGo and this position.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Technical Support Representative shall be required to perform any other duties assigned to fulfill the objectives of OzarksGo.


EXTERNAL CONTACTS

External: Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position.


POSITION SPECIFICATIONS

Education, Training, and Experience: Requires high school diploma or equivalent and two years experience in customer service and/or technical support. Associate degree or coursework in Business or Information Technology related field preferred.

Equipment Operated: Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine. Must have valid driver's license without violation, which would prohibit insurability.

Abilities and Skills: Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires ability to effectively present information, orally and written, and respond to questions from clients, customers, and general public. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires efficient and accurate handling of money and applying money or credit to members' accounts. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.

Physical Effort: This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position.

Working Conditions: This position is performed in a call center environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.

The physical activities and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.




OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.



For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

applicantpro.com/j/2391758-126768

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