Technical Assistance Center Agent

Job Summary

Providing exceptional customer support, the full-time Technical Assistance Center Agent will manage a high volume of calls from small business and residential customers, troubleshooting issues and coordinating technician dispatches in a remote setting.

Key responsibilities

• Handles customer inquiries and complaints professionally, ensuring prompt resolution and documentation
• Utilizes Genesys Call Center software to follow procedures and meet performance metrics
• Performs complex diagnostic troubleshooting for data service issues and communicates effectively with customers and team members

Required qualifications

• High school diploma or equivalent
• 2 years of relevant work experience
• Understanding of fiber-based broadband services and ability to communicate technical information to customers
• Proficiency in personal computer use, including Microsoft Office applications
• Ability to work flexible hours, including weekends, as needed