Customer Support Representative (ISP/Telecom)
Company: All Points Broadband
Location: Leesburg
Posted on: May 22, 2023
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Job Description:
** Customer Support Representative (ISP/Telecom)*** As this is a
full-time position, the new employee will be eligible for benefits
available to existing employee of similar rank & tenure, including
company-sponsored health insurance.* Full-time employment is
considered at-will and requires agreement to a proprietary
information & inventions agreement and a nondisclosure agreement.*
Must provide professional references for the company to contact*
Must meet company hiring criteria for pre-employment screening,
including criminal background check, fitness for duty, and MVR
check**Employment Details:****Compensation:**Depends on experience
and qualifications**Description:**Under general supervision, in an
in-bound call center environment, Customer Support Representatives
will provide technical and network problem resolution to users
(either customers or company field technicians) by performing a
question diagnosis while guiding users through step-by-step
solutions. Solutions include, but are not limited to, resolving
username and password problems, verifying proper hardware and
software set up, power cycling equipment, verifying billing
information, and troubleshooting connectivity issues. Support to
users will be provided by clearly communicating technical solutions
in a user-friendly, professional manner.Customer Support
Representatives will occasionally communicate with company field
technicians during customer installations or service
calls.Essential Duties and Responsibilities include*:** Interact
with customers to provide and process information in response to
inquiries, concerns, and requests about products and services;*
Interact with companys field technician as remote technical
support;* Gather customers information and determine the issue by
evaluating and analyzing the symptoms;* Diagnose and resolve
technical hardware and software issues involving internet
connectivity or email clients;* Research required information using
available resources; follow standard processes and procedures;*
Accurately process and record call transactions using designated
tracking software;* Organize ideas and communicate oral messages
appropriate to listeners and situations;* Follow up and make
scheduled call backs to customers where necessary;Skills,
Knowledge, & Qualifications:* Proper phone etiquette; demonstrated
proficiency in typing and grammar;* Knowledge of or ability to
learn relevant software computer applications and equipment;*
Knowledge of or ability to learn customer service principles and
practices;* Identifies and understands issues, problems, and
opportunities; compares data from different sources to draw
conclusions; uses effective approaches for choosing a course of
action or developing appropriate solutions; and takes action that
is consistent with available facts, constraints, and probable
consequences.* Deals effectively with others in antagonistic
situations, using appropriate interpersonal styles and methods to
reduce tension or conflict.* Possesses, acquires, and maintains the
technical/professional expertise required to do the job effectively
and to create effective customer solutions. Technical/professional
expertise is demonstrated through problem solving, applying
technical knowledge, and product and service management for the
functional area in which employee operates.* Must be able to sit
for long periods of time; position requires use of
headset/microphone.**Job Location:** Leesburg - VA Simpsonville -
KY
Keywords: All Points Broadband, Leesburg , Customer Support Representative (ISP/Telecom), IT / Software / Systems , Leesburg, Virginia
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