NOC FIXED I (Green Bay, WI)
Job Summary:
Provide customer-oriented first level technical support for current and potential customers through answering support inquiries via phone or email. Takes ownership of the customer experience and resolves issues timely and with the highest level of customer service. Respond to business and residential customers concerning their Internet, TV, Telephone, and other services. Continuously learns about new products, vendors, networks, etc.
Duties & Responsibilities:
- Troubleshoot technical problems presented by customers for their internet, email, TV, voice/telephone or other services. Ensure that situation is resolved or escalated for further troubleshooting.
- Recognize and identify potential outages and service issues.
- Communicates outages and major service issues to the leadership team and other internal departments when necessary.
- Maintain current records in billing system and service management systems.
- Log every customer interaction completely and accurately.
- Assist other departments with technical knowledge and ability as needed.
- Complete assigned training sessions and required courses.
- Investigate and stay update to date with new technologies
- Answer customer questions pertaining to billing, usage, equipment, features, sales, or customer service, etc.
- Educate customers on new or additional services that fit their needs.
- Perform additional related duties as requested or required.
Requirements:
- High School diploma or equivalent, plus a minimum of 1.5 -2 years troubleshooting in wireless/landline or computer hardware/software in a customer-interacting role, or comparable experience.
- Strong knowledge of all recent Microsoft Windows and Apple operating systems required.
- Telecommunications experience preferred.
- Excellent customer service skills: Essential for ensuring customer satisfaction and handling inquiries effectively.
- Strong verbal and written communication skills: Crucial for clear and effective communication with customers and team members.
- Proficiency in all versions of Windows and Macintosh systems: Important for troubleshooting and providing technical support.
- Keen problem-solving skills: Necessary for diagnosing and resolving technical issues, especially with DSL, IPTV, and consumer-level networking.
- Ability to troubleshoot and resolve technical problems: Fundamental for maintaining system functionality and addressing customer issues promptly.
To view our competitive benefits, click here!
Joining Nsight:
Our family of companies provides complete telecommunications services, including wireless and fiber-based services to residential and business customers, along with tower erection and maintenance services in Wisconsin and Michigan’s Upper Peninsula. Our commitment to customer service, local philanthropic efforts and green initiatives makes us an employer of choice in the state of Wisconsin. We like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.
Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at [email protected].
Other details
- Pay Type Hourly
- NOC - Corporate 470, 470 Security Blvd, Green Bay, Wisconsin, United States of America