Technical Support Representative

Antietam Broadband
Hagerstown, MD
Oct 19, 2021
Oct 21, 2021
Full Time
Antietam Broadband has an immediate, full-time opening for a Technical Support Representative. The selected candidate will provide phone support for customers. The primary role is to respond to calls, analyze and troubleshoot the problems, create and resolve trouble tickets, escalate issues to specific departments. Responsibilities Include: Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined. Monitor and respond to Support and Abuse emails Enter the calls in Help Desk tracking software, including detailed information. Routinely check voicemail, especially if you have left the Help Desk at any point during your shift. Use any free time not needed to fulfill the above duties to do self-training to develop your knowledge and skills. Respond to customer generated tickets and email support requests. Provide support for any cable modem or digital phone issues. Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times Comply with company policies and specifications Perform other duties as assigned You will need to have: High school diploma or GED equivalent Valid and clean driver's license Familiarity with PCs is important Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox). Ability to analyze, identify, prioritize and solve problems is required. Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable. Understanding of networking terms. Good customer relations and communication skills are required. Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation Even Better If You Have: A+ certification is a plus. Understanding of networking terms. Familiarity with Macs is a plus. When you join Antietam Broadband You'll be joining an award-winning company and team. We will not only offer you a full range of benefits, including group health & dental insurance, 401(k) program with company match, generous PTO program, a company wellness program, employer paid short and long term disability, and more! We are a great place to work because we are committed to providing an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. Our mission is to pass on to the next generations of customers, employees, communities, and owners an organization that is even stronger and better than what it is today. Schurz Communications and its subsidiaries strategic objectives: We will attract, invest in, communicate with, and retain top talent. We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships. We will innovate, partner, experiment and create a better future together. We strive to continuously improve operating performance to ensure sustained growth. To learn more about Antietam Broadband, Click Here .