Help Desk Customer Support Representative
hace 2 días
Wichita Falls
Job Description Help Desk Customer Support Representative Department: Help Desk Reports to: Customer Service Manager Starting Pay: $14.00 - $14.75/hour The Help Desk Customer Support Representative will work closely with our Reseller’s direct customer base in assisting them with any concerns they may have regarding activation assistance, ordering, network issues, device troubleshooting, payments, or questions about billing. The position will require 4-6 weeks in-office training with the opportunity to rotate with working remotely and in-office following successful demonstration of job performance and having acceptable internet speeds and a computer. ESSENTIAL FUNCTIONS: • HANDLES INBOUND SUPPORT CALLS FROM CUSTOMERS THAT COME INTO THE HELP DESK, • SOLVE TICKETS THAT ARE SUBMITTED BY CUSTOMERS THROUGH OUR TICKETING SYSTEM, • EFFECTIVELY COMMUNICATE WITH CUSTOMERS IN A PERSONABLE AND RESPECTFUL MANNER TO SOLVE THEIR ISSUES, • CLOSELY MONITOR CUSTOMER ALERTS AND REPORTING IN ORDER TO PREVENT FRAUDULENT ACTIVITY AND OVERAGES CAUSING EXTREME BILLING OVERAGES FOR CUSTOMERS, • WALK CUSTOMERS THROUGH ENTIRE ORDER PROCESS, • WORK WITH THE HELP DESK AND OPERATIONS TEAMS TO SOLVE ALL ACTIVATING, TROUBLESHOOTING, BILLING AND NETWORK ISSUES, • OTHER DUTIES AS ASSIGNED REQUIREMENTS, EDUCATION, & QUALIFICATION: • ONE YEAR MINIMUM CUSTOMER SERVICE EXPERIENCE PREFERABLY IN A TELECOMMUNICATIONS ENVIRONMENT, • PREFER ONE YEAR EXPERIENCE PROCESSING SENSITIVE CUSTOMER INFORMATION, NOT LIMITED TO BUT INCLUDING CREDIT CARD AND ACH PAYMENTS, • KNOWLEDGE OF MICROSOFT OFFICE 365, • MUST BE ABLE TO TYPE AT LEAST 35 WPM, • EFFICIENT IN 10 KEY DATA ENTRY, • EXPERIENCE WITH WIRELESS DEVICES PREFERRED, • ABILITY TO WORK A FLEXIBLE SCHEDULE INCLUDING EVENINGS AND WEEKENDS CANDIDATE PROFILE: • STRONG organizational and follow-through skills, ATTENTION TO DETAIL, and able to handle shifting priorities, • High level of interpersonal, written, and verbal communication skills; Expresses self clearly and effectively during conversations, • Maintain the highest degree of confidentiality, professionalism, and diplomacy, while working with sensitive, confidential and/or proprietary material;, • Courteous, Dependable, and Trustworthy, • POSITIVE ATTITUDE, SELF-MOTIVATED, PROACTIVE AND WORKS WELL INDEPENDENTLY OR IN A TEAM SETTING; SEEKS AND DELIVERS IDEAS AND SOLUTIONS #zr Powered by JazzHR A2EDorWSwp Company DescriptionNRTC – Member Driven and Technology Focused NRTC provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process. Mission NRTC provides solutions that help our telecommunications and electric members bring all of the advantages of today’s evolving technology to rural America Vision We will be our members’ most trusted technology partner Values Our members are our reason for being We put the needs of our members first. We focus on delivering impactful solutions to them. Our team is the foundation of our success We trust each other. We cooperate with each other. We unite to accomplish our goals together. Our passion is supporting rural communities We are dedicated to our members and the communities they serve. IDEA Committee At NRTC, we are committed to Inclusion, Diversity, Equity and Awareness in the broadest sense to honor our company values. We believe an inclusive work environment provides an atmosphere that allows all employees to attain their greatest potential and achieve the greatest benefits for our Members. The IDEA Committee is committed to furthering a supportive and welcoming workplace environment in which employees of all backgrounds and demographic characteristics can productively and cohesively work together. Total Rewards We are proud to offer our employees an appealing total rewards package including competitive pay and a matching 401(k) plan, along with medical (with HSA contributions from NRTC), dental, vision, and short/long term disability insurance. We also offer 12 paid company holidays, paid-time off and paid training, as well as an employee assistance program, discounted wireless plan, and so much more. Growth and Development At NRTC, we pride ourselves in promoting from within and developing careers through our mentorship, Educational Assistance programs, NRTC University webinars, and a learning management platform. Most of our positions are posted internally first, where we give our existing employees the opportunity to elevate their careers. NRTC also provides a mentorship program that helps employees find experienced mentors who can lead them on their professional journeys. Our educational assistance program offers an annual reimbursement of up to $5,250 per calendar year for educational costs to promote professional growth with continued education outside of NRTC. Monthly NRTC University webinars are hosted to educate our employees on other business units and departments. NRTC provides a robust learning management platform including thousands of courses for continued self-education. Transparent Leadership Our Executive and Senior Leadership Teams provide frequent updates with our quarterly “All Hands Meetings” both company-wide and within each one of our four business units. These meetings consist of important company updates, candid financial information, employee milestones, Employee Excellence Awards, special guests, IDEA updates and on-the-spot employee Q&A. To help encourage open communication, feedback and discussions, NRTC leadership also has an “open door policy,” and conducts numerous employee surveys which allows our employees to help shape the culture and future of NRTC.NRTC – Member Driven and Technology Focused \r\nNRTC provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process. \r\n\r\nMission\r\nNRTC provides solutions that help our telecommunications and electric members bring all of the advantages of today’s evolving technology to rural America\r\n\r\nVision\r\nWe will be our members’ most trusted technology partner\r\n\r\nValues\r\nOur members are our reason for being\r\nWe put the needs of our members first.\r\nWe focus on delivering impactful solutions to them.\r\n Our team is the foundation of our success\r\nWe trust each other. We cooperate with each other.\r\nWe unite to accomplish our goals together.\r\n Our passion is supporting rural communities\r\nWe are dedicated to our members and the communities they serve.\r\n\r\nIDEA Committee\r\nAt NRTC, we are committed to Inclusion, Diversity, Equity and Awareness in the broadest sense to honor our company values. We believe an inclusive work environment provides an atmosphere that allows all employees to attain their greatest potential and achieve the greatest benefits for our Members. The IDEA Committee is committed to furthering a supportive and welcoming workplace environment in which employees of all backgrounds and demographic characteristics can productively and cohesively work together. \r\n\r\nTotal Rewards\r\nWe are proud to offer our employees an appealing total rewards package including competitive pay and a matching 401(k) plan, along with medical (with HSA contributions from NRTC), dental, vision, and short/long term disability insurance. We also offer 12 paid company holidays, paid-time off and paid training, as well as an employee assistance program, discounted wireless plan, and so much more.\r\n\r\nGrowth and Development\r\nAt NRTC, we pride ourselves in promoting from within and developing careers through our mentorship, Educational Assistance programs, NRTC University webinars, and a learning management platform. Most of our positions are posted internally first, where we give our existing employees the opportunity to elevate their careers. NRTC also provides a mentorship program that helps employees find experienced mentors who can lead them on their professional journeys. Our educational assistance program offers an annual reimbursement of up to $5,250 per calendar year for educational costs to promote professional growth with continued education outside of NRTC. Monthly NRTC University webinars are hosted to educate our employees on other business units and departments. NRTC provides a robust learning management platform including thousands of courses for continued self-education. \r\n\r\nTransparent Leadership\r\nOur Executive and Senior Leadership Teams provide frequent updates with our quarterly “All Hands Meetings” both company-wide and within each one of our four business units. These meetings consist of important company updates, candid financial information, employee milestones, Employee Excellence Awards, special guests, IDEA updates and on-the-spot employee Q&A. To help encourage open communication, feedback and discussions, NRTC leadership also has an “open door policy,” and conducts numerous employee surveys which allows our employees to help shape the culture and future of NRTC.