Technical Support Representative

Seeking motivated individuals to grow an innovative and customer service focused telecommunications company!
Competitive all-inclusive benefits package (medical/dental/vision/life insurance/short and long term disability)
Paid Time Off
Mileage Reimbursement
Free Service After 6 Months
Overtime availability depending on business need
JAB Broadband is a fast growing Company, comprised of one of the nation's largest fixed wireless broadband service providers. We provide wireless broadband internet and digital voice telephone service to residential and business customers in Colorado, Idaho, Illinois, Iowa, Nebraska, Nevada, Oklahoma, Pennsylvania, Texas, Utah and Wyoming. Utilizing the latest wireless technology, JAB's network provides exceptional performance, security, and reliability - all at low everyday prices.
If you enjoy working in a fast paced environment and this sounds like the job for you, please submit your resume to UTTSRepResPost@corp.digis.net for consideration.
Please make the subject line of your email: TSR, American Fork, UT
English/Spanish bilingual encouraged to apply! Differential pay depending on business need.
Listed below is the job description for our Technical Support Representative position. This position offers an hourly wage of $12.00 (depending upon experience and location).
The Utah Call Center is operated from Monday-Friday 6:00 am to 12:00am (Midnight) and Saturday-Sunday 8:00 pm to 8:00 pm.
General Summary
The Technical Support Representative - Business position performs a variety of Call Center tasks including diagnosing and troubleshooting Internet connections, Email, Voice over Internet Protocol (VoIP) and Web Hosting services for business customers. This position performs a variety of project tasks and requires excellent communication skills with the ability to work with users diplomatically and skillfully. The Technical Support Representative - Business position may interface directly or indirectly with customers, however, the majority of communication will be over the phone or via Email.
Essential Duties and Responsibilities
Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy and Call Center Agent Targets Policy; understand that punctuality and consistent attendance is required in order to address customer needs
Provide technical support for VoIP, Internet, Web Hosting services, Email, Ethernet connections, Digital Subscriber Line (DSL) and Dial up; resolve end user business network issues and work with routers
Use proper judgment to set up onsite service calls as needed
Collaborate with Supervisors to fulfill Call Center functions as needed, including but not limited to billing and sales
Log and track calls using a problem management database; maintain historic records and related problem documentation; create service call requests via ticketing system
Process terminations in multiple systems, issue credits for services not used and schedule uninstalls to retrieve equipment
Respond and process customer billing inquiries received via telephone, voicemail, Email and in person
Process Automated Clearing House (ACH) and credit card payments to customer accounts
Conduct outbound collection calls on a regular basis
Process telephone and Email requests for service changes, account research and customer information
Update and maintain customer files with accurate Email addresses, credit card information, physical addresses and contact names
Understand and follow Company guidelines regarding private customer information
Process VoIP additions, cancellations and reconciliations of active customers
Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions, tower volume and repeated customer complaints
Work requires weekend and/or evening work and some travel may be required
Other Duties and Responsibilities
Additional responsibilities and duties as assigned
Supervisory Responsibilities
No direct reports
Knowledge, Skills and Abilities Required
Strong computer skills; three (3) years personal computer (PC) experience required
Excellent oral, written and interpersonal communication skills
Basic understanding of Internet Protocol (IP) address schemes, network fundamentals, network hardware and Wi-Fi networks, Email concepts and configuration
Background should include previous work experience in customer service
Ability to define problems, collect data, establish facts and draw valid conclusions; calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
Basic understanding of debits and credits
Customer service oriented with passion for high customer satisfaction and achieving operational excellence; ability to interact with all levels of staff including senior management
Keyboard and/or typing skills (thirty (30) wpm minimum)
Ability to maintain confidentiality
Must comply with Company and Occupational Safety and Health Administration (OSHA) established safety policies and requirements
Physical Demands and Working Environment
Physical demands: The position requires the incumbent to remain in the sitting position for prolonged hours. While performing duties of job, employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to fifteen (15) pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Work environment: Working conditions may include being in an open (shared) cubicle/workspace area.
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position. However, the employee will be held responsible for all duties assigned.
It is the policy of the Company to provide equal opportunity for employment to any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, genetic information, national origin, or any other legally protected characteristic. Equal opportunity for employment shall also be extended to those qualified individuals with handicaps who apply for or are employed by JAB Broadband.
All employees must be authorized to work in the United States.
We are a drug-free work environment.
Employment with the Company is contingent on the successful completion of a drug test, Motor Vehicle Record check, and a reference and background investigation.
JAB Broadband is an at-will Company. Employees have the right to end their work relationship with the Company for any reason, with or without advance notice, and the Company has the same right.
Submit your resume to UTTSRepResPost@corp.digis.net for consideration.
Please make the subject line of your email: TSR, American Fork, UT

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