Network Support Specialist - Bristol, United States - Point Broadband

Point Broadband Bristol, United States

2 weeks ago

Description

Network Support SpecialistBristol, VA Point Broadband Fiber Holding, LLC is looking a Tier II Network Support Specialist to join our team in Bristol, VA.This is a great opportunity for a fast learner with extraordinary customer service skills and a knack for technology.

POSITION OBJECTIVE:
Promote and comply with the Point Broadband Value System.
Promote Point Broadband products and services over the telephone and to walk-in customers. Responsible for providing exceptional customer service.

Respond to customer requests via telephone, email and chat communication channelsTroubleshoot and resolve customer service outages and problems in an effective manner.

Troubleshoot escalated customer service outages and problems (tier 2) in an effective manner.

Work with other team members to coordinate response to network disruptions, including gathering information by contacting customersRespond to customer inquiries, complaints and other requests for information regarding Point Broadband services, billing, and payment arrangements.

RESPONSIBILITIESResponsible for responding to requests from Point Broadband customers for all services offeredResponsible for opening, updating and closing trouble tickets to track customer requests and issuesResponsible for troubleshooting customer issues and attempting to resolve them (up to tier 2)Responsible for escalating discovered outages or abnormal network conditions following established escalation chainResponsible for striving to provide first touch resolutionResponsible for providing exceptional customer serviceResponsible for meeting individual performance metrics designed to ensure exceptional customer service and supportResponsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate.

This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the company's customers is threatened or restoral of service is required.

POSITION QUALIFICATIONS AND REQUIREMENTSHigh school diploma or equivalent required. Two-year college degree preferred in a related field. Experience supporting Internet, telephone and or cable TV services is a plus. Experience in a service-provider industry is a plus.
KNOWLEDGE AND ABILITIESAbility to communicate clearly and concisely, both in written and verbal formats. Ability to effectively navigate recent Microsoft Windows operating systems and Microsoft Office.

SHIFT:
Shift may vary from time to time. Shift will include some evenings and weekend work. Some overtime may be required. Some shifts may occur on holidays.

WORKING CONDITIONS:
This position requires work indoors. Work requiring lifting of up to 25lbs may also be necessary on occasion.

BENEFITS:
Medical (3 plans to choose from), Dental and VisionShort Term Disability Flexible Spending AccountsCompany Paid Life as well as Voluntary policies401(k) with generous company matchPaid Time OffShare the Care Paid Time OffPaid HolidaysUniform/Boot allowance *Applicable by Position*Cell Phone Allowance *Applicable by Position*Career Progression OpportunitiesDiscounted Broadband Services *Where Applicable

Point Broadband is an equal opportunity employer.

For further information, please visit:
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission

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