Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST

CLIENT: SPARKLIGHT

REMOTE

SUMMARY

Under general supervision and direction via a remote office location, the Technical Support Specialist resolves technical issues for Cable One internet and telephone service customers in a professional, courteous, and efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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  Answers calls from Cable One customers and responds to inquiries in a professional manner.

  
  

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  Troubleshoots customers' technical problems with internet services including, but not limited to modems/routing, internet connections, wireless service, and setting up email accounts.

  
  

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  Diagnoses customers' technical problems with telephone services.

  
  

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  Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures.

  
  

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  Creates and notates service tickets for each call.

  
  

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  Assists residential email/internet customers via remote-desktop software.

  
  

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  Remains current on new technology and software issues that affect Cable One customers.

  
  

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  Provides timely feedback to Cable One leadership regarding service failures or customer concerns.

  
  

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  Keeps company-assigned equipment clean and operational by following established procedures and reporting malfunctions immediately.

  
  

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  Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable

  
  

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, set forth below is a non-exhaustive list of requirements that are representative of the knowledge, skill and/or ability necessary to perform this position.

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  EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience. Associate's degree (A.A.) preferred.

  
  

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  LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.

  
  

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  MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

  
  

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  REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations. OTHER SKILLS AND ABILITIES Intermediate experience working with Microsoft Office applications, Outlook, Windows XP/Vista/7/8, and Macintosh operating systems.

  
  

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  Knowledge of tablet, smartphone, laptop and desktop functionality.

  
  

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  Ability to remain courteous and patient during all customer transactions.

  
  

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  Ability to work independently in a home office environment.