Helpdesk Representative / Technical Support Specialist

Company Overview:

Broadstripe is part of the exciting, ever-changing highly technical telecommunications industry. Broadstripe is currently seeking a Technical Support Specialist (representative).

Broadstripe is a company that is growing and expanding products and staff. We are located in the Charlotte/Potterville area and are easily accessible by I-69.

The environment is very friendly, professional and motivating. Our shifts begin at 8:30am. Our call center closes at 10:00pm, Monday through Friday and is open on Saturdays from 9am until 8pm. We are currently not open on Sundays.

This position will most likely work the late shift: 1pm - 10pm may include Saturday.

Job Description:
Communicates with customers via telephone, chat and correspondence regarding High Speed Data inquiries and service issues. Ensures customer satisfaction and loyalty by consulting with, assisting, and resolving a wide variety of customer requests, inquiries and concerns. 

Essential Duties & Responsibilities:  

• Effectively troubleshoot video and data and telephony over the phone, to minimize truck rolls through the use of active listening, questioning and probing.
• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Processes installation, service change, disconnect and trouble call work orders according to departmental policies and procedures.
• Resolves problems on the first call, with a minimum of transfers, by consistently improving personal technical knowledge and understanding.
• Proactively calls new High-Speed Internet installs within 48 hours to assure customer is active and billable. Completes a new install checklist report.
• Maintains department databases
• Assists High-Speed Internet Data Technicians with reading and routing abuse, IP requests, mail, faxes and e-mail for High-Speed Internet technical support. Locates and attaches appropriate file to correspondence, and responds on behalf of the Broadstripe Technical Support department. Learns advanced technical troubleshooting processes for Data Technicians in the support of high speed internet service and Microsoft/Apple OS platform diagnostics to assist customers with advanced troubleshooting techniques.
• Resolves billing and payment issues by building a rapport with the customer, and by consistently improving CSG knowledge and understanding.
  
• Increases collection efficiently by ensuring customer understanding of billing and collection processes.
• Effectively suggests and sells new video and data services to existing and potential customers.
• Retains existing customers and minimizes product churn through the use of proactive Customer Satisfaction/consulting techniques and enabling customer to perceive value in the service.
• Increases product penetration by serving as a consultant to the customer.
• Assists and trains other call center employees as appropriate.
• Handles High-Speed Internet questions and concerns efficiently and effectively by actively listening, communicating clearly and concisely, and assuring customer understanding.

May perform other duties as required.

• Six months experience as High-Speed Internet Specialist or related experience.
• Must be able to successfully pass an Internet skills test with a minimum score of 80% and a Customer Service skills test with a minimum score of 80%.
• High school diploma or equivalent.
• Exhibits strong interpersonal skills with the ability to relate to customers, peers, and management. Is positive, pleasant, and respectful.
• Demonstrates ability to diagnose and solve problems.
• Exhibits the ability to follow direction and possesses the ability to follow through.
• Must be committed to providing exceptional service at all times.
• Possesses the ability to identify and overcome objections.
• Technology experience in the areas of video and data preferred.
• Call Center experience preferred.
• Sales and Customer Satisfaction experience preferred.
• Telecommunications experience preferred.
• Must be familiar with Internet and software applications.
  
  Bi-Lingual ability is a plus (English and either Spanish or Asian language). 
   

We offer an excellent benefits package, including:

• Medical/Vision/Dental
• 401K is available with an excellent employer match.
• Attendance bonus
• Courtesy cable and Internet service to employees when applicable
• Paid vacation
• Paid Major holidays
• Paid Personal holidays
• When needed, sick time
• Performance Based Compensation Incentive

You can also apply in person at Broadstripe's Administrative Office - 2512 Lansing Road, Charlotte, MI 48813 - Mon & Fridays from 9am- 7pm & Tues, Wed & Thurs 9:00am - 5pm.

 Helpdesk Representative / Technical Support Specialist