Position Title:

Customer Support Representative

Department:

Customer Support

Status:

Full-time/Non-Exempt

Supervisor Title:

Customer Support Supervisor, Marketing & Sales Manager

Evaluators:

Customer Support Supervisor

Input:

NOS, CTO

Direct Reports:

None

1. 60%

Interacts with residential and business customers via telephone, email, online chat or in person for the purpose of providing the highest quality of technical support and information about our products or services. Tasks may include troubleshooting issues with voice/internet/video services to get to the cause of the issue; assisting customers with getting connected to services; configure service providing equipment utilizing ADSL2plus, VDSL2, Fixed wireless, FTTP, voice switching, email servers, and on premise equipment; maintain up to date knowledge of AcenTek products/software/hardware; educate customers on benefits to AcenTek services; attend training sessions on new equipment, fielding customer questions and complaints; complete account investigations; when issue is beyond the representative’s knowledge, assign trouble ticket; communicate to appropriate department for a higher level resolution in a timely manner; maintain accurate customer records; customer support callbacks; recognize trends in troubles and compile documentation; demonstrate professional communication with co-workers and customers; assist walk-in customers by answering questions; maintain and update plant changes; complete service orders for plant changes; create support materials; and update of CPE firmware if needed. Monitored by the Customer Support Supervisor via call coaching and trouble ticket review.

2. 30%

Support Technicians with advanced troubleshooting of in-home/business and field systems maximize our first-time resolution. Tasks may include: create, schedule, and close trouble tickets; provision of service orders and trouble tickets; locate and communicate information; take and forward Diggers Hotline locate requests; verify assignment of emergency cable locates; coordinate with I/R Supervisor to allocate field resources; provision orders via Elations or manually; navigate different blades; adjust switch settings; and report outages to appropriate department. Monitored by the Customer Support Supervisor via trouble ticket statistics and technician/supervisor feedback.

3. 5%

Perform miscellaneous tasks to maintain billing and plan records. Tasks may include bills/invoices for cut cables; assist with billing adjustments; complete/schedule maintenance and plant orders; complete/refer credit requests forms; and use alarm status logs to identify fiber alarms. Monitored by the Customer Support Supervisor via feedback from related department supervisors.

4. 5%

Respond to alarm status logs to identify individual customer alarms for the purpose of identifying issues for resolution, prior to customer reporting. Tasks may include process errors by updating software, requesting a tech, or troubleshoot with customer. Monitored by the Customer Support Supervisor via log reviews.

RESPONSIBILITIES:

This position includes full responsibility and accountability to the Customer Support Supervisor to interact professionally with the company’s customers to troubleshoot and resolve service issues. Position is responsible for ensuring the confidentiality of information and obtaining information from others daily. Problem solving and working with a team are critical daily roles. Must be able to provide clear directions/coaching to customers and identify potential global service issues prior to customer calls. Requires effective communication with customers, co-workers, and other departments. Must demonstrate adaptability and flexibility.

LATITUDE:

Most duties are defined and consistent from day to day. Problem solving is accomplished by performer independently most of the time and requires extensive technical knowledge. Some decisions not affecting other departments can be made independently based on company policy. All purchase requests are referred to supervisor.

IMPACT OF POSITION:

Successful completion of essential job tasks protects the company’s customer base. Errors are easily detected and usually detected in next phase of operations. (Most work is verified) Errors may have significant adverse effect on external relationships and could cause improper utilization of labor, material, and equipment.

CUSTOMER SERVICE/INTERACTION:

Daily personal and phone contact with customers.

Daily phone, email, personal, and some written contact with employees within the company.

Daily personal and written contact with all departments to ensure work is done timely.

Occasional contact with vendors who visit the company.

ESSENTIAL SKILLS & REQUIREMENTS:

EDUCATION:

Required: High School Diploma or GED

Preferred: Associates or bachelor’s degree related to technology

EXPERIENCE:

Required: 2 years customer service/support

Preferred: 2 years Telecommunications related call center; 2 years internet, video, and voice service provider equipment

SKILLS:

LICENSE:

Valid driver's license

EQUIPMENT:

Computer

Phone

Calculator

General Office Equipment

PHYSICAL:

Frequent demonstration of manual dexterity and visualizing of computer screen throughout the day, required.

Prolonged periods sitting at a desk and working on a computer

Occasional twisting, turning, and lifting to 15 pounds

TRAINING:

Ongoing training as required by the company and the industry.

WORK CONDITIONS:

General office environment.

OTHER:

Occasional overnight travel, required

Occasional travel by vehicle, required.

On-Call Required

Overtime

Some Saturdays required