Technical Support Advisor (Remote)

Details:

• Start Date: July 17th, 2023
• Starting Pay: $18.50
• Scheduled days will either be Thursday-Monday or Friday-Tuesday.
• Starting shift times will vary with many having evening hours (additional $1 for shifts starting after 11am)
• Shifts for this position will be required to work BOTH Saturday and Sunday.
  • Scheduled days will either be Thursday-Monday or Friday-Tuesday.

***We expect perfect attendance during a 6-week training period to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!***

Perks:

• Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
• Medical, Dental, Vision coverage starting on day 1 of employment!
• Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
• Discounts on TDS services
• Tuition assistance after working with TDS for 1 year

• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues.
• Participate in project team initiatives and subject matter expert tasks
  • Application testing
  • Assist management with technical training
  • Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
  • Knowledge Base and process document enhancement recommendations
• Knowledge Base and process document enhancement recommendations
• Assist management with technical training
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
• Assist customers with Internet configurations and settings.
• Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble.
• Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
• Educate customers in order to reduce repeat customer calls
• Maintain knowledge of relevant TDS product offerings and technology.
• Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
• Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
• Application testing
• Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
• Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
  • Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
  • Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
  • Educate customers in order to reduce repeat customer calls
  • Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
• Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
• Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
• Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
• Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support

• Must follow the TDS attendance guidelines to meet our customers’ needs.
• 1+ year customer service, help desk, troubleshooting or call center experience.

• Experience with (but not limited to) ACD, trouble ticketing systems, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
• Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
• Understanding of the telecommunication industry
• Advanced troubleshooting skills related to telephony and data products
• Ability to adhere to schedule
• Understanding of telecommunication products and services