TAC Technician

Dededo, MN

Telecommunications

About the position

As the TAC Technician, you will provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, equipment/device triage, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus, resolving username and password problems, uninstalling/reinstalling basic software applications and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibilities

• Deliver professional service and support to customers via different contact methods: face-to-face interaction, 24/7 in-bound call center, on-line chat
• Interact with customers to provide and process information in response to inquiries, concerns and requests about product and services
• Gather customer information and determine the issue by evaluating and analyzing the symptoms and data
• Document customer complaints and process proper trouble ticket reports
• Diagnose and resolve technical hardware and software issues involving internet connectivity, cellular connectivity, digital television, email, VoIP and more
• Research required information using available resources
• Offer alternative solutions where appropriate with the objective of retaining customers' business
• Follow standard guidelines and practices
• Identify and escalate priority issues and customers per specifications

Requirements

• High School Diploma or Equivalent/GED
• Excellent listening and communication skills, customer service and interpersonal skills with the ability to convey technical information to both technical and nontechnical audience
• Excellent problem-solving and multi-tasking skills
• Skills with an emphasis on ISP and wireless related technologies including data delivery methods is preferred but not required
• A working knowledge of Windows, Mac, iOS and Android operating systems, basic computer networking and MS Office products preferred
• Flexibility to work any shift, including nights, weekends and holidays
• Must wear headset at all times to handle all customers over the phone

Nice-to-haves

• Technical skills - possess an understanding of technologies used in service delivery; constantly strives to increase technical knowledge through training tools and research
• Oral Presentation skills - is comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience
• Strong organization skills with an ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, in a fast-paced environment; must be detail-oriented and accurate in work
• Attendance/Punctuality - is consistently at work and on time for scheduled shift and department or customer scheduled meetings. Ensures work responsibilities are covered when absent.
• Decision-making - makes sound, well informed, fact-based decisions and seeks guidance when needed.