Technical Support Specialist - Toledo, United States - Block Communications

Description

Job Description

JOB SUMMARY

• The Brainiac – Tier 1 is responsible for the first call resolution and troubleshooting of Buckeye's voice, video, and data products as well as basic Brainiac subscriber calls.
• The Brainiac – Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac –Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time.
• The Brainiac –Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel.
• The Brainiac – Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.
• The Brainiac – Tier 1 reports directly to the Supervisor, Brainiacs. There are no direct reports to this position.
• The Brainiac – Tier 1 interfaces with the following departments within the Company:

ESSENTIAL JOB FUNCTIONS

The Brainiac – Tier 1 is accountable for the following:

• Providing unaided first-call resolution to the customer's and field personnel's technical questions by:
  • Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned;
  • Providing troubleshooting and support to the customers and contract field personnel requests that are within skill proficiencies, Company policies, and department procedures;
  • Servicing customers efficiently and thoroughly in a positive manner as outlined by the Brainiacs Technical Support Management Team;
  • Handling basic Brainiac subscriber calls needing help with non-Buckeye products such as password resets, 3rd email assistance and email client troubleshooting, OTT help, 3rd party networking and setup with a Smart TV or Game Counsel;
  • Taking a customer's payment over the phone;
  • Forwarding all requests or problems beyond their skill level to the appropriate area of the Company;
  • Suggesting upgrades of service to our customers and implementing such changes;
  • Solving all customer problems and achieving a 95% First Call Resolution on a continuous basis;
  • Accurately creating 100 % of trouble tickets and/or service orders for customers when needed;
  • Warm transferring of every call that is outside of their skill proficiency, unless there are calls in queue, and then they would need to inform the customer of the hold time;
  • Meeting the standards of performance established by management for their job description;
  • Proper use of all equipment and services assigned to a Brainiac –Tier 1 workstations and the department;
• Developing their personal skills and knowledge to a level of Brainiac – Tier 2 by:
  • Attendance and participation in all training sessions, meetings, and coaching sessions as assigned;
  • Working towards the successful completion of annual personal, department, and company goals;
  • Meeting the standards set forth by the management of Customer Operations;
  • Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager;
• Keeping the department neat and organized;
• Ensuring the confidentiality of all customer information;
• Actively promoting the sale and retention of the Company's services to our customers and co-workers;
• Performing outbound calling assignments when assigned by the department supervisor;
• Actively pursuing the unauthorized use of our cable services;
• Properly noting and coding ALL account interactions;
• Accurately recording time sheets and notifying a supervisor of all deviations to their scheduled work shift;
• Helping to create an atmosphere of positive teamwork, cultural change, and employee relations;
• Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
• Performing all other duties as deemed necessary and within the guidelines of the department goals.

JOB REQUIREMENTS

Education and Experience

• High School Diploma/GED – required
• Certify within 18 months to be a Brainiac – Tier 2 -- required
• Previous experience in a Help Desk environment – preferred
• Knowledge of cable modem/hybrid fiber-coax network architecture – preferred
• Knowledge of telephone system terms and equipment – preferred
• Knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols

BCI is an Equal Opportunity Employer (EOE)