Business Support Representative

Business Support Representative Our Business Support Representatives support business customers with their Internet, Video and Phone services. This position calls on knowledge of telecommunications and technology. This person will also respond to technical support requests and perform problem identification and analysis of ONTs, routers, network switches, and STB/DVRs. Additionally, our Business Tech Support Representatives are responsible for troubleshooting and assisting customers making changes to complex HPBX phone systems. They will also capture detailed problem analysis and resolution plans in the customer database. Essential Job Functions Determine the scope of customer issues in an effective and professional manner. Effectively resolve customer issues timely. Properly document all customer interactions. Represent MetroNet professionally and ethically. Maintain a high level of customer satisfaction with focus on first call resolution. Provide ONT troubleshooting, rebuilding, and provisioning. Complete router troubleshooting and setups. Provide voice service troubleshooting and reset voicemail passwords. Educate customers on setting up their customer portal account. All other duties as assigned. Job Qualifications and Requirements High School Diploma or GED required. A+ Certification is Preferred. Willingness to work as a team and independently. Must be legally authorized to work in the U.S. Additional Job Requirements Experience in Service Specific Troubleshooting Methods. Responsible, Self-Motivated, Organized, and a Quick Learner. Analytical/Logical Problem‑Solving Skills. Patient – The Ability to Guide and Teach via the Phone. Adaptability to Change – Comfortable in a Rapidly Evolving Environment. Perform on‑call rotation duties after regular business hours. Available to work overtime when deemed necessary, including holidays and weekends. Benefits We value our associates because they are the cornerstone of our success. Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company‑paid disability and life insurance, and a 401(k)‑company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere. Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran Pay Rate - $20.50/hr. #J-18808-Ljbffr