• Technical Support Advisor

    Job Locations US-TN-Knoxville
    ID
    2018-12805
    Company
    TDS Telecom
  • Overview

    #TDS Telecom is seeking individuals to join our Technical Support Advisor team. If you enjoy technology and assisting others, we want you on our Technical Support Team! We are currently hiring for our September training class in Knoxville, TN.

     

    The Technical Support Advisor position is a shift position that provides 7/24/365 support of TDS customers. Specifically, this position will:

    • Provide first contact support for residential and small business customers to resolve service repair/installation, video, voice and HSD connectivity issues
    • Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
    • Answer calls in a Call Center environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved 
    • Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.

    Training starts on September 26th. Full-time 40 hours per week; multiple shifts available; $15.00/hour PLUS shift differential for second shift! This position is also eligible for our EXCELLENT benefits package - many benefits start on Day 1!

     

    Benefit Highlights:

    • Paid 3 week classroom style training
    • Paid time off: 10 vacation days and 5 personal days accrued per year,  separate sick time accrual and paid Holidays!
    • Medical, Dental and Vision benefits with coverage that starts day 1!
    • Educational assistance after 1 year of service
    • 401K match
    • Excellent promotional opportunities

    Responsibilities

    • Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements
    • Respond, troubleshoot and if necessary generate a trouble ticket for residential & small business customers’ repair/installation (service interruptions, requests, complaints & etc.), issues.  This may include the following tasks: 
      • Using various programs but not limited to, Aspect Uniphi Connect (ACD), UTS, CSG, BBX  and web-based access to ports, switches and voicemail.
      • Conducts initial troubleshooting including using knowledge of cable/video products and services, prior to entering ticket.
      • Educate customers on technical issues in order to prevent repeat customer calls.
      • When applicable, relay ticket status with customer and team-members.
      • Defuse high tension situations by taking ownership, demonstrating empathy, proposing alternatives and negotiating credits when appropriate.  If necessary, escalate issue to the next level of support.
    • Respond to customer e-mail inquiries.
    • Respond to customer online Chat inquiries.
    • Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
    • Maintain knowledge of relevant TDS products and services.
    • Utilize sales techniques to ensure customers are matched up with relevant TDS products.

    Qualifications

    • 6+ months customer service, help desk, troubleshooting or call center experience -OR-  current/prior military service with honorable discharge.
    • 1+ years experience using a PC.
    • Must follow the TDS attendance guidelines to meet our customers’ needs.

     

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