[Hiring] Technical Assistance Center Agent @Point Broadband

Role Description

The TAC Agent answers a high volume of calls from customers and employees. Responsible for supporting Point Broadband services while delivering excellent customer service to our small Business and Residential customers, promptly answering customer inquiries, providing accurate information while troubleshooting and problem-solving with new and existing customers.

• Follows all TAC procedures and reports any shortfalls and any recommendations for improvement to the TAC Supervisor
• Contacts customers to schedule and coordinate a technician dispatch
• Interacts with Genesys Call Center software while adhering to processes and scripting
• Demonstrates a clear and consistent understanding of OSS/BSS software
• Adheres to schedules and attendance policy
• Multitasks effectively in a fast-paced environment
• Maintains a positive attitude that is focused on serving customers
• Handles customer questions, complaints, and inquiries expeditiously and professionally and documents appropriately
• Understands Jeopardy Tasks and escalation process
• Meets or exceeds key performance metrics and overall company goals
• Provides prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues
• Understands the Damage Process to include I&R, Drop Bury, and OSP
• Performs complex diagnostic troubleshooting to resolve data service issues for residential
• Strives for first-call resolution while handling all issues with urgency, ownership, and accountability
• Leverages a variety of software applications to manage customer account information and diagnoses and resolves technical difficulties
• Communicates effectively with customers professionally while setting accurate expectations for issue resolution
• Communicates independently, effectively, clearly, and professionally with employees to establish and maintain considerate and cooperative relationships
• Assists other departments as required to ensure prompt response to service, including extreme work overloads during special circumstances
• Performs other related duties as assigned to ensure effective department and company operation

Qualifications

• High school diploma or equivalent
• 2 years of similar work experience
• Must understand Fiber-based broadband service and effectively communicate that technology to customers
• Must be a self-starter who works without close supervision and thinks independently
• Proficient in personal computer use with good keyboard skills
• Excellent interpersonal communication skills include a proven ability to listen and understand customers and to work in a team environment
• Regular, consistent, and punctual attendance
• Basic computer and office skills, including Microsoft Outlook, Excel, Teams, and Word
• Able to handle multiple tasks
• Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing
• Must have excellent customer service skills
• Able to work Monday through Sunday, schedule will vary depending on rotation

Benefits

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*