Wave Rural Connect
  • Van Buren, AR, USA
  • Hourly
  • Full Time

Healthcare, 401K, Paid Time Off,


PURPOSE:

The Technical Support Representative supports all aspects of the subscriber experience, including but not limited to scheduling, provisioning, first tier technical assistance, billing, and provides outstanding service for a high level of subscriber satisfaction. The Technical Support Representative promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the public.

RESPONSIBILITIES:

Within the limits of approved board policies, operating guides and procedures, approved work plans and budgets, and specific delegation from the Technical Support Coordinator, the Technical Support Representative assumes the responsibility and has commensurate authority for the following activities, while recognizing the continuing responsibility of this position for developing and maintaining a favorable Cooperative image consistent with the Cooperative Strategic Goals:

As a Technical Support Representative:

  • Promptly and courteously responds to subscriber inquiries and provides support via telephone, email, written correspondence, or face to face regarding service requests.
  • Provide technical support and troubleshooting to subscribers using software troubleshooting tools including equipment management software and the company's network tools.
  • Maintains accurate and complete member records via computer in a timely fashion including but not limited to contact tracking records, notes, set up, and provisioning of accounts, addresses, billing, collections, outages, and related procedures to ensure generation of appropriate records, correspondence, and service orders for effective work management.
  • Coordinates with internal staff and contractors to address various customer service-related issues, including eligibility, line extensions, seasonal billing, equipment, technical issues, etc.
  • Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication. Attends community and promotional events as appropriate.
  • Promotes and maintains a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.
  • Supports and keeps abreast of bylaws, guidelines, policies/procedures, and philosophies of the parent Cooperative to effectively serve and support members and subscribers.
  • Performs other duties as assigned to fulfill the objectives of the company and this position.
  • These statements are intended to describe the general nature and level of work being performed by the person assigned to this position. This is not intended to be construed as an exhaustive list of all responsibilities and tasks that may be assigned.

OTHER SKILLS AND ABILITIES:

  • Must have a proven ability to multi-task and plan/organize work to meet deadlines, all with a high degree of accuracy with attention to detail.
  • Must have effective communication skills, customer service skills and the ability to work as a team player.
  • Requires strong analytical and critical thinking skills with demonstrated problem-solving abilities.
  • Previous customer service and/or technical support experience.
  • Understanding and appreciation of technology and telecommunications along with general computer skills and proficiency in using standard office equipment.
  • Must demonstrate the ability to effectively deal with people in difficult or stressful situations.

WORKING CONDITIONS:

This position involves indoor working conditions. Normal working hours will be scheduled Monday through Friday between the limits of 8:00 a.m. and 5:00 p.m. Work outside of normal work hours will be required. Occasional day time travel for training or various errands as needed to complete the responsibilities of the position.

Wave Rural Connect
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