Job Summary:

The Technical Support Representative (TSR), will provide superior customer experience by addressing technical issues and leaving a lasting impression of excellence and care. This role involves working directly with customers to rapidly identify problems, devise solutions and implement step-by-step troubleshooting procedures to solve all technical challenges.

Supervisory Responsibilities:

No responsibility for the direction or supervision of others.

Essential Duties/Responsibilities:

• Technical Support: Provide advanced troubleshooting support for Tier I escalations of various FTTH/VoIP solutions. Resolve all incoming customer requests as quickly and efficiently as possible while maintaining a professional demeanor and keeping the customer experience top of mind. Demonstrate an ability to diagnose customer’s issues and guide them through a step-by-step resolution process to solutions.
• Field Support: Monitor open trouble tickets and ensure timely resolution by working with Service Technicians through scheduling and resolution processes. Provision, test, and turn up all service requests for Service Technicians at the times they are required.
• Customer Assistance and Communication: Promote positive public relations with knowledgeable, responsive, and courteous interactions with current and potential customers, contractors, vendors, and the general public. Respond to inquiries and provide support via telephone, email, written correspondence, and/or face to face interaction regarding products and services. Coordinates with all staff and contractors to address various customer-service related issues, including equipment and technical issues.
• Record and Inventory Maintenance: Identify problems and risk areas and advise management of actions required to mitigate their impact. Maintain and address accurate and complete records including but not limited to contact tracking, notes, service orders, and trouble tickets. Execute the collection of returned equipment at designated locations, ensuring compliance with established protocols.
• Attendance and Professionalism: Demonstrate regular, dependable, and punctual attendance, adhering to scheduling procedures. Present a professional image in alignment with company policy.
• Knowledge Retention and Continuous Improvement: Retain comprehensive knowledge of practices, procedures, and policies. Proactively identify and recommend improvements within designated areas of responsibility.
• Team Collaboration: Develop and sustain team-working relationships with all employees. Engage in effective communication and collaboration with cross functional teams to enhance overall organizational success.
• Operational and Technical Aptitude: Understand and apply operational and technical aspects related to all diversified products and services offered by White River Connect. Demonstrate proficiency in soliciting the sale of these products and services, providing customers with comprehensive information and support. Stay updated on product and service enhancements to effectively address customer inquiries and promote offerings.
• Office Coverage and Campaign Participation: Cover duties at other offices when deemed necessary to ensure efficient service delivery. Participate actively in mass campaigns aimed at signing up new customers. Utilize effective communication and interpersonal skills to engage potential customers and drive successful signups.

Required Skills and Abilities:

• Must have the ability to perform office operations quickly and efficiently both verbally and in writing. Must be able to analyze information in both written and oral form. Fluent in multiple languages is a plus.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information.
• Analytical thinker with a keen technical aptitude.
• Strong follow-up skills, accuracy, and attention to detail.
• Skilled in problem-solving and troubleshooting skills, with the ability to think critically and provide creative solutions.
• Ability to remain calm and professional in stressful customer situations.
• Effective communicator with excellent time management, interpersonal, and conflict resolution abilities.
• Proficiency in using customer service software, CRM systems, and other tools to effectively manage customer interactions and inquiries.
• Familiarity with telecommunication services, equipment, and installation processes is a plus.
• Ability to work independently, as well as collaboratively within a team environment.
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays, if required.

External Relationships:

• Extensive contact with customers, potential customers, vendors, contractors, and the general public in carrying out the responsibilities of this position.

Required Education and Experience:

• Associate degree or 2 years of relevant job experience. Proven experience in a technical support or IT networking role, preferably in the telecommunications/IT industry or a related field.

Working Conditions:

• Working inside and outside during regular hours and occasional overtime, including weekends and holidays if necessary. Regular work schedule is Monday through Friday, some irregular hours may be required. Position may require travel outside the service area from time to time.

Physical Effort and Dexterity:

• Frequent physical activity that includes sitting at a desk for prolonged periods of time, standing, walking, stooping, bending, lifting, and carrying materials under fifteen pounds.

Machines, Tools, and Equipment:

• Capable of operating a personal computer and related software. Must be able to operate office and telecommunications equipment.

Visual Acuity, Hearing and Speaking:

• Comfortable speaking on the telephone and via online conference tools. Must be able to communicate clearly and accurately for work and safety compliance.

Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.

About White River Connect

The White River Valley Electric Cooperative's headquarters are in the beautiful Ozark Mountains, just outside the city limits of Branson, Missouri. Our origins trace back to 1935 when the Rural Electrification Administration (REA) was created to bring comforts to rural Americans – like electric lights to extend the day. While the White River Valley Electric Cooperative of today continues to invest in its electrical infrastructure to ensure the same comforts to our rural communities, we are also investing in the future of our communities in which we serve by bringing broadband to all our members. White River Connect, LLC was formed to build a world-class fiber network that will transform our rural communities just as our Cooperative's founders did with electricity 85 years ago.

Connections working at White River Connect