General Summary:

The Help Desk Technician provides remote technical support and assistance to end-users of telecommunications, broadband, and video providers nationwide. This position troubleshoots issues and ensures a friendly, helpful, and timely resolution. The Help Desk Technician will possess excellent communication skills and a strong ability to diagnose and resolve technical issues remotely. The Technician uses troubleshooting techniques to connect customers to the ISP-provided service and maintains detailed documentation of every customer interaction.

Essential Job Functions:

• Assist customers with internet connectivity, Cable TV, IPTV, Video Streaming services, and Dial tone/Telephone support.
• Provide excellent customer service while assisting customers.
• Be familiar with industry-supported operating systems, including MacOS, Windows, iOS, and Android.
• Clearly document work in the Help Desk ticketing system.
• Effectively direct customers and maintain call control.
• Direct customers to navigate their devices using provided tools and training.
• Stay up to date with current happenings of the Help Desk via email, whiteboards, and other means of communication.
• Multi-task to communicate with Senior Technicians and document the call while focusing on the customer’s issue.
• Communicate with the ISP Information Specialist to ensure that troubleshooting and the Helpdesk database are up-to-date and accurate.
• Accept feedback from Supervisors and Quality Assurance specialists to improve metrics and performance goals.
• Follow a posted schedule.
• Follow logical troubleshooting steps to the conclusion.
• Observe procedures and protocols set forth by ISPs.
• Maintain a professional demeanor while assisting customers.
• Communicate effectively with Peers and Management to ensure the job is completed correctly.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Basic computer and networking knowledge.
• Excellent communication skills.
• Ability to multi-task.
• Ability to learn new technology.
• Excellent Customer Service skills.
• Excellent written and verbal communication and presentation skills.
• Strong problem-solving skills.
• Must be organized with attention to detail.
• Skilled in problem-solving and finding resolution.
• Ability to learn and abide by Company policies and procedures.
• Ability to communicate verbally and in written formats with co-workers and business associates professionally and courteously.
• Must be able to work independently and make sound technical decisions using the information available.
• Ability to function effectively as a team player.
• Ability to communicate with members, employees, and various business contacts professionally and courteously.
• Ability to keep work area clean.
• Ability to type on a keyboard at a rate of at least 40 wpm.
• Ability to follow oral and written instructions.

Education and/or Experience:

No prior experience or training is required. The Company provides an on-the-job training program.

Certifications, Licenses, Registrations:

Other Qualifications and/or Credentials:

Physical Requirements:

 

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screens and various reports.				X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling: Must be able to write, type, and use a phone system.				X
Sitting				X

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.