Technical Experience Representative

Technical Experience Representative

Our Technical Experience Representatives are responsible for providing quality customer care for our technical services. In this role you will have the opportunity to develop a robust skill set by troubleshooting problems, diagnosing the root cause, and offering solutions to internet, phone, and video issues. We are looking for people to provide an exceptional "Burlington Telecom customer experience" that is second to none.

Job Type: Full-time

Rate: $23-$26/hour plus overtime if applicable

Training Location: Office in Burlington, VT

Primary Responsibilities Include:

• Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.
• Provide on location support by scheduling and attending appointments on customer premises.
• Enter the calls in Help Desk tracking software, including detailed information.
• Respond to customer generated tickets and email support requests.
• Maintain an appropriate and professional image of the company through demeanor, and interactions with customers always
• Assist with walk in customers with various technical service issues including personal device use
• Provide support for internet and digital phone services

The successful Technical Experience Representative will have:

• Clean driving record
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation
• Ability to analyze, identify, prioritize and solve problems is required.
• Good customer relations and communication skills are required.
• Able to use and troubleshoot basic problems on various personal electronic devices
• Ability to work within a team based structure while giving unparalleled customer support

Even Better If You Have:

• Familiarity with PCs is important; familiarity with Macs is a plus.
• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
• Understanding of networking terms.
• Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
• A+ certification is a plus.

Benefits:

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

When you join Burlington Telecom...

You'll be joining an award-winning company and team. We also believe in giving back to the community and we want our employees to have the opportunity to do so. We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go to

Schurz Communications and its subsidiaries strategic objectives:

• We will attract, invest in, communicate with, and retain top talent.
• We will innovate, partner, experiment and create a better future together.
• We strive to continuously improve operating performance to ensure sustained growth.
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:
• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Required to drive to customer homes
• The employee generally works in an indoor office environment.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.