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Technical Support Agent - Remote


Remote Position



Position Overview:



Provide world-class customer support for NRTC Managed Services ISP partners within a 24x7x365 environment. Answer inbound calls, chats, and emails in a professional manner that adheres to company and departmental policies. Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.



Primary Responsibilities

  • Answer inbound technical support phone calls, chats, and emails related to NRTC Managed Services ISP partners
  • Consult with customers and provide additional solution in the form of up-selling NRTC Managed Services products and services
  • Troubleshoot voice, data, video and connection issues for customers
  • Identify, troubleshoot and assist customers with voice, data, video and connection issues
  • Answer customer service related questions
  • Track and record each phone call and provide a detailed description of the call
  • Provide backup assistance for other Technical Support Representatives
  • Perform other duties as assigned



Qualifications



Knowledge, Skills, and Abilities

  • Excellent interpersonal/customer service skills
  • Excellent communication skills
  • Strong computer knowledge background
  • Individual must be comfortable and enjoy being on the phone
  • Team player
  • Work well under pressure



Requirements

  • Dedicated workspace at home, must be a quiet area with minimal distractions
  • Minimum of 20 MB download and 5 MB upload for connectivity, as well as maintaining a hard-wired Ethernet connection for all work-related devices. (internet bill or speed test required)
  • Phone required at all times to keep contact information updated with management
  • Able to troubleshoot and resolve own PC/Monitor issues
  • Ability to work independently and be self-motivated



Minimum Education And Experience

  • High School Diploma required
  • College coursework in a computer related field a plus
  • Prior experience in a customer service atmosphere a plus

Physical Demands

  • Individual must be comfortable sitting for long periods of time

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