Technical Support Representative

Regular Work Schedule for this position is Monday - Friday, 2pm - 11pm. Position Summary: The FTTH Technical Support Representative works in our 24/7/365 technical support call center assisting subscribers with questions and troubleshooting for their Internet, Voice, and Video services. This position will have daily interaction with troubleshooting and documenting FTTH network hardware and software platforms such as Calix GPON and supporting systems, routers, switches, access equipment, and television and voice platforms. Ideal Candidate: The ideal candidate has a passion for providing enthusiastic services for the members of the cooperative. This person is comfortable working in an office environment and has a desire to identify and resolve problems proactively. The ideal candidate is passionate about communicating information and recognizes that documentation is a key element for team success. This person must also believe in continuous learning and improvement in one's self and knowledge to meet the needs of the ever-changing technological landscape. Essential Duties And Responsibilities Responsible for the observance and enforcement of CEMC safety rules, procedures, safety policies, and bulletins. Provide first call support to members regarding issues related to services offered by Cumberland Connect. Attentively listen to and learn member's needs. Politely and professionally converse with member to clarify concerns. Explain product offerings and provide basic training to members on how to use each service. Isolate, troubleshoot, and resolve/dispatch single home or business Layer 1-3 network issues (Calix OLT/ONT, on premise routers, wireless extenders, fiber and ethernet cabling, video delivery devices). Understand and stay up to date on general consumer electronics and how to connect these devices to a wireless router. Ensure member is satisfied with the outcome of their interaction. Clearly and accurately document the symptoms, steps, and final outcome of each call using a ticketing system. Escalate as needed when unable to satisfy member needs. Makes follow-up phone calls to ensure member satisfaction and enters data as needed. 3 Responds to online Chat for Cumberland Connect. Performs other duties as assigned in order to fulfill the objectives of the company and this position. #J-18808-Ljbffr Cumberland Electric Membership Corporation, Inc.