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Support Center Agent I (PT)

Matanuska Telephone Association

This is a Full-time position in Palmer, AK posted June 17, 2021.

Support Center Agent I (PT)Palmer,AKWe are searching for an experienced Support Center Agent I (PT) at our Palmer HQ facility.

Primary Duties and Responsibilities: Working in a fast paced 24 hour call center environment, the Support Center Agent I serves as the first contact to problem resolution for our customers.

This position is responsible for assisting customers, providing information meeting sales objectives and handling administrative aspects of each customer contact.

This position ensures the timely process through which customer problems are received, controlled, tracked and resolved.

This includes problem recognition, research, isolation, product and services recommendation, resolution/sale and follow-up.

Provide professional, courteous, prompt and accurate support to customers.

Document, communicate, analyze and troubleshoot reported problems.

Determine proper solutions and guide customers through corrective actions.

Respond to user questions and inquiries via telephone, email, web or other communication methods.

Monitor, follow up and communicate information to customers as appropriate.

Responsible for sales and upgrades with accurate knowledge and understanding of current MTA products and services that would fit customer current and future technology needs.

Support four distinct disciplines; Internet (Windows and Macintosh platforms), Digital Television, WiFi and Smart Home Technologies.

Support an extremely wide range of customer owned equipment, configurations and software to include home networks, a wide range of routers and computers, gaming consoles, entertainment systems (to include wiring configurations), remote controls, multiple operating systems, email clients, video conferencing services, cellular / data phones and applications.

Support and review any wifi issues in customer homes and utilize tools to mitigate any service issues with MTA in home services.

Simultaneously use a wide range of MTA’s application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support.

Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity.

Maintain a high level of familiarity with constantly evolving MTA products and services to allow for analysis, troubleshooting and sales processes.

Support all Field Support Technicians.

Refer unresolved service issues to the Level II Agents.

Provide a professional demeanor at all company events.

Provide input for updating the Support Center information and knowledge database.

Perform other related duties as assigned.

Required Qualifications: EDUCATION: High School Diploma or GED required ITF, A+, Net+, MCP, MCSE, or CCNA Certification Preferred Must be 18 years or older.

Previous Customer Service and Sales experience preferred.

Strong analytical and problem solving skills required.

Minimum three years of Internet and PC experience with knowledge and understanding of networking and personal computer hardware.

A strong knowledge in the principles and operations of computer systems and related peripheral equipment preferred.

Ability to type 45 words per minute preferred.

Ability to learn and troubleshoot IPTV configurations, corresponding equipment and troubleshooting tools.

Ability to analyze and troubleshoot users’ problems via the telephone.

Ability to maintain knowledge of current industry standards and keep up with new technology as it develops.

Ability to communicate professionally, accurately and effectively, both verbally, written, as well as on the telephone.

Ability to understand and respond to user questions in an effective and courteous manner.

Ability to convey technical procedures and directions to customers in layman’s terms.

Ability to work and excel in a team environment.

Proficiency in all currently supported operating systems Android, iOS, Windows Macintosh, Internet Explorer, Safari, Chrome, various Email clients, and connection programs.

Proficiency in the operation of personal computing devices, utilizing word processing spreadsheet, and database management software programs (e.g.

Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.).

Solid understanding of Internet threats such as worms, virus’s, hacks, Trojans, hijackers that could affect our customer’s ability to utilize our product.

Understanding of, sensitivity to and respect for the diverse economic, cultural and disability and ethnic backgrounds of MTA’s customer base.

Must be willing to complete testing designed to determine personality fit for support center positions Job Ref: 136451