Schurz Communications Inc
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Telephone Technical Support
at Schurz Communications Inc
Job TitleTelephone Technical Support
LocationAntietam Cable Willow-XG500
These positions cover multiple, fixed shifts, depending on schedules and our employee needs. Schedule flexibility and a willingness to cover other shifts on occasion are preferred. The selected candidates 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.
* 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