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Tech Support Rep 1

Employer
HIAWATHA BROADBAND COMMUNICATIONS
Location
Winona
Salary
Competitive

View more

Industry
Technology
Role
Other
Job Type
Long-Term
Hours
Full Time
Have you been looking for a challenging job with opportunities for growth and great benefits? Do you want to join a growing company and a team that has a culture of fun? Then at HBC we might have the job for you. Our Technical Support Wizards are responsible for providing quality customer care for our technical services. In this role you will have the opportunity to develop a robust skill set by troubleshooting problems, diagnosing the root cause, and offering solutions to internet, phone, and video issues. We are looking for people to provide an exceptional "HBC customer experience" that is second to none. Opportunities for advancement, a robust benefits package, and a friendly atmosphere await. This position is not remote.

When you join HBC....

You'll be joining an award-winning company and team. We will not only offer you a full range of benefits, including group health & dental insurance, 401(k) program with company match, generous PTO program, a company wellness program, employer paid short and long term disability, and more! We are a great place to work because we are committed to providing an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. Our mission is to pass on to the next generations of customers, employees, communities, and owners an organization that is even stronger and better than what it is today.

Schurz Communications and its subsidiaries strategic objectives:

We will attract, invest in, communicate with, and retain top talent.
We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.
We will innovate, partner, experiment and create a better future together.
We strive to continuously improve operating performance to ensure sustained growth. Responsibilities Include:

Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.
Monitor and respond to Support and Abuse emails
Enter the calls in Help Desk tracking software, including detailed information.
Routinely check voicemail, especially if you have left the Help Desk at any point during your shift.
Use any free time not needed to fulfill the above duties to do self-training to develop your knowledge and skills.
Respond to customer generated tickets and email support requests.
Provide support for any cable modem or digital phone issues.
Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times
Comply with company policies and specifications You will need to have:

Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation
Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
Ability to analyze, identify, prioritize and solve problems is required.
Understanding of networking terms.
Good customer relations and communication skills are required. Even Better If You Have:

Familiarity with PCs is important; familiarity with Macs is a plus.
Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
A+ certification is a plus.

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