Technical Support Representative

Sunshine Communications Management LLC DBA/BroadStar strives to create first class technology driven services for its customers. The Full-Time Tech Support Representative (TSR) is responsible for providing the highest level of Technical Support Service our Cable TV, Phone and Internet customers.

"Ideal candidate has an in-depth knowledge or sincere desire to expand technical background. Students enrolled in IT-based courses seeking employment or internship welcome"

As a front-line representative for our company and products, you are a key representative acting on behalf of the company, so it is paramount that you are familiar with and execute the company policies, it’s values and always act in a professional manner, using language that aligns with that of the company.

Through continued coaching opportunities and training, you are to contribute to assisting us in building the foundation for a productive and motivating work environment and addressing technical inquiries from call center agents and customers. Your goal is to participate in increasing customer satisfaction, loyalty and retention through product and service knowledge retention, and mentoring peers when appropriate to do so.

Because your department is often the sole reach between the company and client, you are responsible for always ensuring customer satisfaction. Listed below are primary roles and responsibilities of this position. Operating at the center of the service department, you are expected to display extraordinary communication skills both written and verbal and above all mentor your peers and new team members by example.
Responsibilities
MAJOR DUTIES: (May perform any or all of the following duties.) This position requires responding to incoming inquiries regarding technical questions and problem resolution related to products, as well as customer premise equipment. Handle moderate call volume, covering a full range of customer requests for service in a prompt and courteous manner. Demonstrate strong product knowledge by answering customer questions in an accurate and timely manner.

You are expected to have punctual, consistent and regular attendance and to lead by Example. As a Team member of the Customer Service department, you are to work in a coordinated effort to provide BroadStar’s standards of excellence consistently and serve as a reliable resource for our customers at all times.

Essential Duties and Responsibilities include the following:
· Provides all activities associated with troubleshooting customer support issues, repair coordination, and general customer support.

· Provide technical troubleshooting of customer premise equipment including personal computers, laptops, modems, routers and software (PC operating systems) to understand the source of the problem. This includes:

o Troubleshooting issues related to connectivity and all other subscriber device units’.

· Schedule service appointments and escalate calls to the Command Center or NOC departments within the organization.

· Achieves overall department performance goals which include:

o First call resolution

o Sales objectives

o KPI performance metric goals

· Inform customers about benefits and features of BroadStar’s products and services.

· Assist to Monitor, declare, report, and clear all outages and take appropriate actions to respond to complaint or questions accordingly and expedite emergencies, react quickly under a diverse set of circumstances.

· Maintain customer database by making correct and timely entries during and immediately following each technical contact and communicate effectively with the Call Center, on outages, customer complaints, additional work orders, etc.

· Perform call backs when reorganizing service/installation schedules and verify “not homes” and provide courteous and helpful assistance to customers and prospective customers.

· Learn applicable changes to have current knowledge of company’s general operating procedures and programs.

· Participate in assigned Outbound Call initiatives as needed.

• Communicate with customers through voice and email
• Follow communication “scripts” when handling different topics in a prompt, courteous, friendly, and professional manner
• Verify customer information through standard identification procedures
• Seize opportunities to upsell products when they arise
• Frequently attend educational seminars to improve knowledge and performance level
• Assist in on-site community visits with face-to-face customer interaction
• Collaborate with our internal customers for process improvements and new product implementation

Skills

• Previous experience in a Tech support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively
• High school degree
• Great time management skills
• Excellent phone etiquette
• Ability to operate well in independently and as part of a team

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person