Job Description

Tier 1 Support Specialist

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services.

Duties/Responsibilities

• Handle customer inquiries promptly and effectively through various communication channels.
• Maintain up-to-date and accurate customer records.
• Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
• Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
• Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments.
• Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support.
• Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
• Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times.

Required Skills/Abilities

• Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results.
• Inquisitive and analytical with a passion for technology.
• Delight in providing outstanding customer satisfaction.
• Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Must be computer proficient with a basic and diverse understanding of consumer electronics.
• Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries.
• Ability to work independently and maintain confidentiality.
• Ability to handle and prioritize multiple tasks each day.
• Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand.
• Must be detail-oriented and work as part of a team.
• Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule.
• Willing to train, accept feedback and learn the job according to i3 standards.

Education/Experience

• No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.
• High School diploma/GED
• Must have a clean driving record and the ability to pass a criminal background check.

Physical Requirements

• Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day.
• Ability to communicate orally and in writing.
• Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.

Equal Opportunity

i3 Broadband is an equal opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualification, merit, and business need.

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