EMAIL JOBS@DIGIS.NET AND INCLUDE YOUR RESUME AND REFERENCE JOB NUMBER TSR14F IN THE SUBJECT LINE.

General Summary

The Technical Support Representative - Residential position performs a variety of call center tasks, including diagnosing and troubleshooting internet connections, email, web hosting and VoIP services for business customers. This position performs a variety of project tasks and requires excellent communications skills with the ability to work with users diplomatically and skillfully. The Technical Support Representative for Residential services may interface directly or personally with a customer; however, the majority of communication will be over the phone or via email.

Essential Duties and Responsibilities

• Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy, and Call Center Agent Targets Policy. Understand that punctuality and consistent attendance is required in order to address the needs of our customers. Weekend and/or evening work is required
• Achieve and maintain satisfactory relationships with customers, co-workers, and supervisors
• Provide technical support and troubleshoot Ethernet connections, email, web hosting, DSL, Dial up, Voice over IP phone services, end user home networks and home routers
• Use proper judgment to setup onsite service calls as needed
• Log and track calls using a problem management database; maintain historic records and related problem documentation; create service calls requests via ticketing system
• Process terminations in multiple systems, issue credits for services not used, and schedule de-installs to retrieve equipment
• Collaborate with Supervisors to fulfill Call Center functions as needed, including but not limited to sales, billing, and business support

Other Duties and Responsibilities

• Respond and process customer billing inquiries received via telephone, voice mail, email, and in person
• Process ACH and credit card payments to customer accounts
• Conduct outbound collection calls on a regular basis
• Process telephone and email requests for service changes, account research, and customer information
• Update and maintain customer files with accurate email addresses, credit card information, physical addresses, and contact names
• Understand the importance of private customer information and follow Company guidelines regarding the same
• Process VoIP additions, cancellations, and reconciliations of active customers
• Additional responsibilities and duties as assigned

Supervisory Responsibilities

• No direct reports

Knowledge, Skills and Abilities Required

• Strong computer skills, a minimum of two (2) years PC computer experience
• Basic understanding of IP address schemes
• Basic understanding of network fundamentals, network hardware, and WiFi networks
• Basic understanding of email concepts and client configuration
• Excellent oral, written, and interpersonal communication skills
• Background should include previous work experience in customer service
• Ability to define problems, collect data, establish facts, and draw valid conclusions; calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
• Basic knowledge and understanding of debits and credits
• Keyboard and/or typing skills (30 wpm minimum)
• Ability to maintain confidentiality
• Must comply with Company and OSHA established safety policies and requirements

Physical Demands and Working Environment

• Physical demands: The position requires the incumbent to remain in the sitting position for prolonged hours. While performing duties of job, employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• Work environment: Working conditions may include being in an open (shared) cubicle/workspace area

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position. However, the employee will be held responsible for all duties assigned.

It is the policy of the Company to provide equal opportunity for employment to any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, genetic information, or national origin, or any other legally protected characteristic.

All employees must be authorized to work in the United States. Equal opportunity for employment shall also be extended to those qualified individuals with handicaps who apply for, or are employed by JAB/Digis.

JAB/Digis is a drug-free work environment.

Those candidates offered employment are required to pass a drug test and background investigations.

Employment with the Company is contingent on successful completion of the drug test, and background investigations. 

APPLY FOR THIS JOB