Business Support Technician

Job Description

Job Highlights

Job Summary:

As a Business Support Technician (BST) at Midco, you will play a vital role in providing high-quality technical support and customer engagement across all interaction types. Depending on your level of experience and expertise, your responsibilities will range from basic technical support to advanced problem-solving and collaboration. You will foster client loyalty by consistently addressing commercial client issues related to Midco Services, ensuring exceptional service and satisfaction.

Responsibilities:

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services.
• Thoroughly document each interaction, ensuring all technicians have up-to-date client notes.
• Handle mindful escalations via work orders or Midco's Ticketing System for business clients experiencing service changes, trouble calls, or disconnects.
• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco's expanding product offering.
• Proactively engage with clients, streamlining issue resolution and minimizing their effort.
• Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership.
• Utilize various communication channels, including email, chat, and social media, when interacting with clients.
• Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.
• Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all interactions.
• Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects.
• Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school diploma or equivalent (GED).
• Basic typing, email and computer skills.
• Proficient at using technology including the internet and applications.
• Ability to adapt and excel in a fast-paced work environment.

Preferred Qualifications:

• Prior experience in the telecommunications industry.

Position leveling will be assigned based upon required experience and training.*

BST-Associate

• 1 year of experience in technical support and customer engagement.
• Strong communication skills, both verbal and written.

BST-Professional

• 6 months as a BST - Associate, or 2 years of equivalent experience.
• Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role.
• Excellent communication skills (written, verbal, active listening).
• Advanced organizational skills for task management, workload prioritization, and meeting deadlines.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus.

BST-Expert

• 12 months as a BST - Professional, or minimum of 3 of equivalent experience.
• Complete Jones NCTI "Intro to Networking: Home and Peer-to-Peer Networks" within 6 months of obtaining role.
• Exceptional communication skills, capable of conveying technical information through written, verbal, and active listening channels.
• Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines.
• Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships.
• Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions.

Work Environment:

• Inbound and outbound call center environment, wearing a headset.
• Extremely time sensitive to meet customer demand.
• May be required to work in excess of 40 hours per week.
• Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands.

Physical Demands:

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

Mental Demands:

• Ability to understand, follow and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and client needs and effectively manage the stress of ongoing incoming interactions.