Broadband Technical Service Representative

Position Summary:
As a technical service representative (TSR), employee shall be responsible for assisting Broadband customers with subscribing to services, troubleshooting, customer support, service delivery issues, modifying existing customer accounts, generating work orders, and terminating accounts all while providing outstanding customer service. This position will also be responsible for additional administrative and technical duties on as an needed basis.
Essential Functions:
·         Provides outstanding customer service to internal and external customers throughout every job duty

·         Be responsible for but not limited to, assisting customers with questions concerning CBN technical support; PC, telephone hardware issues including VoIP CPE; voice, and data service issues

·         Receives emergency calls regarding service interruptions; reports as soon as possible to the supervisor and dispatches service personnel if required.

·         Responsible for filing completed provisioning work orders, maintaining billing records and other report reconciliations on a daily/weekly/monthly basis

·         Provides input into troubleshooting process creation and maintenance.

·         Facilitates warm hand-off between processes during customer turn-up or change order

·         Provide technical support for all CBN customers as well as a narrow scope of troubleshooting customer owned equipment to support service delivery

·         Ability to operate computer, phone, fax, email, printer, copier etc.

·         Process payments and provide billing backup an as needed basis.

Other Duties: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies:
·         Ability to operate a computer, phone, standard office equipment

·         Ability to troubleshoot internet and voice services, from OSS/BSS to CPE

·         Ability to create and follow troubleshooting documentation

·         Ability to learn a computer-based OSS/BSS

·         Ability to communicate effectively via phone and email

·         Ability to apply critical thinking to information that is provided in pursuit of a satisfactory resolution to any problem that may arise

Education, Training & Certifications:
Necessary:
·   Must have a High School diploma or equivalent

·   3 years’ experience in a customer facing role or equivalent

·   Professional conduct and appearance all times on the job and while interacting with the public

·   Familiarity with DHCP, TCP/IP networks, WiFi, VoiP, Wireless routers, etc

Necessary Physical Requirements:
Action
Frequency
Lifting
25 pounds frequently; 50  pounds occasionally
Carry
25 pounds frequently; 50  pounds occasionally
Pushing/Pulling  
20 pounds frequently; 50  pounds occasionally
Driving
Occasionally
Balance/Stoop/Bend
Occasionally
Twist/Squat/Crouch
Occasionally
Kneeling
Occasionally
Crawling
N/A
Climbing Stairs
Occasionally
Climbing Ladders
Occasionally
Standing/Walking
Occasionally
Reaching Above/Below/At Shoulder Level
Occasionally