Tech Support Analyst

Job Summary:

The Technical Support Analyst position is responsible for supporting DSR commercial business customers in a technical manner; advising, guiding, and troubleshooting concerns and questions with broadband Internet set up and execution of new/updated services. Technical Support Analysts will interact with clients via phone, chat, and email and use an open minded and flexible approach to conform to the need of the client and business including but not limited to; communication styles, hours of operations, and changing priorities in projects and business focuses.

Responsibilities:

Research and identify solutions to clients concerns regarding business internet (DSL, Cable, Fiber), cellular, and system solutions

Diagnose and troubleshoot technical issues, including account setup and network configuration

Talk clients through a series of actions, either via phone, email or chat, until need is resolved

Provide prompt and accurate feedback to clients

Properly escalate and follow though unresolved issues to appropriate internal teams

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Provide follow up to clients as needed

Prepare accurate and timely reports

Provides quality internal and external customer service surrounding the Company values

Strong ability to work in a highly sensitive and confidential environment

Other duties as assigned

Qualifications / Skill Requirements:

HS Diploma/GED required

At least 6 months of continuously work experience in a customer service driven environment

Basic understanding and working knowledge of computer skills including but not limited to: Windows Operating System, Microsoft Office Products (Word, Excel, Outlook), Email and Internet browsing

Basic technical knowledge of Internet troubleshooting and technical equipment/systems associated with Internet setup (DSL, Cable, Fiber) and Cellular Solutions

Excellent verbal, written, and interpersonal skills to communicate with individuals in both a technical and nontechnical capacity

Proficiency in English language (reading, writing, verbal))

Ability to prioritize and organize effectively to work on projects simultaneously

Ability to work both independently and with others in an open space environment, sedentary environment

Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines

Ability to use good judgment and decision-making skills

Compensation & benefits:

Group health, dental and vision plans where a large portion is paid by DSR

Voluntary offerings for term and whole life, accident, cancer, short-term disability and medical bridge insurance

Employer paid group life and AD&D insurance up to $25K

Paid holidays

Vacation accrual staring day 1

40 Hours of sick time starting after 90 days

If this position sounds interesting to you, please click on the “APPLY” button and fill in the form thoroughly so that we can notify you of our decision as soon as possible.

Important: to inform you of our decision, we will contact you via phone or e-mail, so please make sure you provide us with accurate information on your application.