[Hiring] Network Support Technician I @GCI Communication Corp

Role Description

GCI's Network Support Technician I will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Responsibilities include:

• Handle inquiries, troubleshoot technical-related issues, and process service requests.
• Proactively monitor and respond to network alerts, acting as the customer's advocate.
• Coordinate maintenance and installation activities that may impact services.
• Detect, act upon, and track all problems.
• Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support.

Customers include external and internal customers, vendors, and 3rd party call centers.

Essential Duties and Responsibilities:

• Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional manner.
• Follow established procedures, implement escalation processes, and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.

Qualifications

• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.
• High School diploma or equivalent.
• Minimum of six (6) months experience in a customer service or call center environment.
• Preferred: Associate degree in telecommunications, computer science, electronics, or relevant field.
• Microsoft, ITIL, CompTIA, Cisco certifications.
• Telecommunications experience.
• Other telecom industry or job-specific certifications.

Requirements

• This is an entry-level position within the Network Support team.
• Works under close supervision performing general tasks as directed, completing routine assignments on time.
• Provides first-level customer support, assisting with the resolution of technical and service trouble reporting issues.
• Functions as the customer advocate ensuring technical problems and issues are resolved or escalated in a timely manner.
• Communicates all maintenance and installation activities that may impact services provided to customers.
• First point of contact via email, phone calls, monitoring, etc.
• Identify and filter incidents, service requests, dispatches, and provide basic support and troubleshooting.
• Ensure all required information per processes and procedures for Tier II and Tier III issues where solutions have been documented.
• Basic customer support including requests for voice services support, knowledge base lookup, and directing customers to self-service web-based solutions.

Benefits

• $2,500 Hiring Bonus!

Physical Requirements and Working Conditions

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, in standard office/home office settings, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.