Southern Ohio Communication Services, Inc. Tier 1 Technical Support Representative Waverly, OH · Full time

Apply for Tier 1 Technical Support Representative

SOCS is dedicated to providing reliable broadband internet and voice services in south-central Ohio.

We are dedicated to providing our customers with unmatched technical support where customer focus will always exceed our customers’ expectations. We will always resolve issues professionally and effectively with unmatched expertise. The Tier 1 Technical Support position will be the first point of contact for SOCS customers. You will be responsible for troubleshooting all SOCS-owned equipment and providing basic tech support for customer-owned devices. You will schedule customer appointments, take payments over the phone, and make customer callbacks. The Tier 1 Technical Support Representative is required to work as a team, communicating effectively with Tier 2 support staff.

Key Responsibilities

• Respond to inquires by phone, email, and in-person, providing timely required information.
• Must be the “Public Face” of SOCS/Customer Liaison, communicate effectively with customers, always exceeding their service expectations and building customer “best practices” for the SOCS brand.
• Must quickly diagnose, prioritize, and troubleshoot customer issues with proven multi-tasking abilities.
• Effectively communicate with Tier 2 and Networking staff.
• Schedule customer appointments, take payments over the phone, and perform customer callbacks.
• Perform troubleshooting on all SOCS-owned customer equipment and basic technical support for customer-owned devices.
• Perform other related duties as required and directed.

Requirements for Role

Education/Experience:

Minimum of High School diploma or equivalent required, previous customer service experience, preference will be given to ISP support or PC repair experience.

Skills: 

• Must be able to quickly acquire knowledge of SOCS technical support customer service standards.
• Must demonstrate a desire to learn, supported with a love for technology.
• Must have the ability to communicate effectively over the phone, and be proficient in typing.
• Must possess knowledge and skills in executing business correspondence and be able to proofread for grammar, spelling, and punctuation with a high degree of accuracy.
• Must possess basic knowledge of wifi routers, and both Mac and Windows operating systems.
• Must have the ability to quickly build rapport and credibility.
• Must have proven ability to work within a fast-paced, high-change, diverse, cooperative-work environment.
• Must demonstrate personal accountability to set priorities, organize workload, handle multiple interruptions, and meet deadlines while working with a flexible schedule to manage time effectively.

Compensation: Competitive Compensation

Work Environment: The work environment is that of an indoor office setting.

FLSA Status: Full-Time