Qualifications
Requirements:Comprehensive knowledge of the company's services, products, and procedures.Hands-on experience with computer hardware troubleshooting (break/fix).Understanding of internet protocols, email clients, web browsers, and TCP/IP networking.Proficiency in Microsoft products (Windows, Outlook, etc.).Exceptional written and verbal communication skills.Able to multitask and prioritize in a fast-paced environment.A customer-centric approach with a strong commitment to problem-solving.Education & Experience:High school diploma is required.Technology-related certifications are preferred.Prior experience in telecommunications or technical support is advantageous.
About the job
Are you enthusiastic about technology and dedicated to providing exceptional customer support? Join NineStar Connect as a Support Center Technician and help us make a meaningful impact in our community! In this role, you will offer technical assistance via telephone, email, and click-to-chat for our phone, dial-up, TV, and broadband internet customers. Your responsibilities will include troubleshooting, answering inquiries, resolving service issues, and managing customer information while ensuring outstanding service for our members and partners.
Key Responsibilities:
- Deliver Tier 1 and Tier 2 technical support for various service-related issues such as email access, web authentication, service outages, power interruptions, and more through phone, email, and chat communications.
- Create, update, and close trouble tickets accurately while collaborating with internal teams to track, dispatch, and resolve customer issues efficiently.
- Process pre-installation service orders to guarantee a smooth onboarding experience for new customers.
- Monitor outage and alarm systems, ticketing platforms, and surveillance to promptly address service interruptions.
- Assist customers with payment processing, upgrading plans for improved speeds, and signing up for new services to enhance their experience.
- Occasionally provide field support or engage with customers in person for on-site troubleshooting and assistance.
About NineStar Connect
NineStar Connect is a forward-thinking cooperative dedicated to enhancing the quality of life in Central Indiana through reliable communications, energy, water, and sewer services. We believe that everyone should have access to essential utility services that empower them to thrive, regardless of where they choose to live or work.Career Development:- We value employees eager to learn and offer reimbursement funds for continuing education along with in-house training and ongoing development opportunities.Company Benefits:- NineStar Connect provides a competitive benefits package, including medical, dental, and vision insurance, 401k matching, paid parental leave, short-term and long-term disability, life insurance, profit-sharing, and various service discounts.