About this position

March 12, 2016 | Department: | Location:

The Technical Support division provides inbound phone support for AMA TechTel’s diverse line of
communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.

Job Description

  • Responsible for monitoring the following products 24 hours a day:
  • Wireless/VOIP
    • T1’s
    • POTS
    • DSL
  • Reporting any network issues to management within the time line allotted by company procedures 24 hours a day and escalating as necessary.
  • Handling calls from residential and commercial customers to resolve any technical issues on all products provided.
  • Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction.
  • Reporting voice troubles to ILEC’s after hours and on weekends.
  • Having a thorough understanding of all products offered to ensure that reps are comfortable and confident with any issue that arises.
  • Diagnosing / repairing customer’s personal computers that have been brought in for billable labor.
  • Learning and understanding the functions of other departments to be able to execute them after hours.
  • Monitoring ACD queues and managing talk times to ensure hold times are minimal.
  • Communicating with customers and resolving any issues reported via the support email account.
  • Provisioning / de-provisioning the following services:
    • Wireless/VOIP
    • DSL
    • Email
    • Dial-up
    • Hot Spot Users
  • Handling data suspends and restores.
  • Maintaining monitoring software and making sure all data contained therein is correct and up to date.
  • Reports monthly on wireless network capacity.
  • Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors.

Requirements

  • Must possess excellent communication and problem-solving skills
  • Ability to work in a team environment
  • Basic PC skills and tech background with a working knowledge of all Microsoft Windows platforms, Microsoft Office programs and networking is also required
  • Must have a knowledge of email software and configuration. Familiar with Outlook and other email clients.
  • Must possess a high level of energy and motivation.
  • Must have good attendance, good work history and a positive attitude.
  • Ability to thrive in a fast paced environment.
  • Good organizational and follow-up skills and ability to prioritize work.
  • Excellent communication skills dealing with all levels of employees and customers.
  • Ability to work various shifts which may include evenings, weekends and holidays.
  • At least one year of technical support experience
  • HS diploma

Apply below

  • Accepted file types: doc, docx, pages.