Customer Technical Support Representative

IQ Fiber - Jacksonville, FL

Jacksonville, FL

Telecommunications

About the position

The Customer Technical Support Representative provides technical support to our customers regarding their IQ Fiber internet service. In this role you will be troubleshooting customer internet connections and home Wi-Fi. You will also assist customers with new service requests, installation and service questions, and billing status. Our customer support team is a fun, energetic, and resourceful team who enjoy providing the very best customer service via phone, email, and chat while working in our Jacksonville office. Success in this role requires a genuine enthusiasm for technology and a keen interest in assisting customers reach a resolution using problem-solving skills.

Responsibilities

• Exceed customer expectations at every opportunity.
• Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails).
• Manage customer communications received via multiple sources - phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns.
• Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered.
• Complete change of service requests and make updates to accounts per customer requests.
• Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.
• Provide excellent customer service support including technical troubleshooting of service issues to customers calling in or chatting in for help.
• Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Ensure details of the customer interaction are captured by opening trouble tickets where applicable, documenting the interaction, actions taken & details of how issue was resolved.
• Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete.
• Respond to escalated calls from customers and service techs during installation or service calls.
• Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction.
• Ensure that service-impacting events are worked timely to minimize service outages.
• Provide customers with updates on the progress of the work orders and/or trouble tickets.
• Follow-up with potential customers to convert leads to orders or to finalize orders.
• Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
• Use communication channels to inform the team of important issues and information which will help improve team performance.
• Effectively communicate IQ Fiber's product and service offering.
• Navigate through multiple systems.
• Perform other duties as assigned.

Requirements

• A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results.
• 2 years of customer service experience, 1 year in a contact center setting.
• 6+ months of experience troubleshooting basic network/Wi-Fi issues, preferred.
• Previous telecommunications experience a plus.
• Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving.
• Enjoys working with a team, but has ability to work independently, multi-task in a fast-paced environment without supervision and able to achieve individual and team metric results.
• Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
• Ability to learn and grasp new concepts and work through problems in a logical manner.
• Positive attitude with a passion for helping customers and the ability to connect with people.
• Commitment to owning customer issues from start to finish.
• Excellent customer service skills, including positive phone demeanor.
• Strong follow-up skills, accuracy, and attention to detail.
• Strong technical aptitude with excellent end-user interaction skills.
• Capable of answering technical questions from technical and non-technical users.
• Able to listen with solid analytical, problem-solving, and trouble-shooting skills with capability to solve complex problems.
• Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics a plus.
• Strong computer skills and the ability to navigate through multiple screens.
• Exceptional knowledge of Microsoft Office applications.
• Excellent verbal and written communication skills.
• Must be able to pass criminal background check.
• Flexibility to work mandatory overtime to meet business needs.
• High integrity and a strong work ethic are a must.
• Attention to detail and ability to think creatively and strategically is a must.
• Excellent organization and time management skills.
• Ability to interact and communicate effectively with other team members.
• High school diploma or equivalent (higher education preferred)

Nice-to-haves

• 6+ months of experience troubleshooting basic network/Wi-Fi issues.
• Previous telecommunications experience.
• Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics.

Benefits

• Equal Opportunity Employer
• Affirmative Action Employer