Job Summary
The Technical Solutions Advisor Trainee is an entry-level role responsible for providing professional customer service via phone call, e-mail, web chat, or SMS contacts in a contact center environment, while participating in a structured training program. The trainee develops proficiency in systems, core job functions, complex order processing, and technical troubleshooting while supporting the objective of achieving 100% customer satisfaction through effective communication with customers, clients, contractors, and vendors. Technical Solutions Advisor Trainees are designated as disaster recovery employees and may be required to work remotely on a periodic basis in accordance with the Work at Home Call Center Policy
Duties and Responsibilities
- Develop a foundational understanding of company policies, procedures, and departmental guidelines.
- Build introductory knowledge of RF, IPTV, streaming video, internet access, and telephone services.
- Participate in observation and limited phone training to become familiar with customer interactions and communication expectations.
- Acquire in-depth knowledge of Tier 1 troubleshooting processes for residential customers.
- Receive training on how to conduct in-depth customer interviews to identify and diagnose service issues.
- Learn escalation procedures and when to engage internal and external support teams appropriately.
- Begin handling customer contacts full-time under direct coaching and supervision.
- All trainees should demonstrate full understanding of EPB's Guiding Principles and have successfully acclimated to working in a professional business environment.
- Successfully complete a one-on-one mentorship with an existing Technical Solutions Advisor.
- Pass all assessments given during training with an 80% higher, including a final exam.Phase II: Supervised Technical Support:-Apply learned troubleshooting skills to resolve service issues, document interactions accurately, and follow up to ensure customer satisfaction.
- Practice prioritizing and managing multiple open issues across different communication channels simultaneously.
- Receive ongoing feedback and coaching to improve technical performance and customer communication.
- Move to full shift integration on the call center floor, working on a typical Technical Solutions Advisor schedule including availability in a 24/7/365 environment.Phase III: Transition to Technical Solutions Advisor:-Transition to full production and schedule requirements.
- Apply all acquired skills to provide Tier 1 and Tier 2 support, with occasional Tier 3 exposure as appropriate.
- Demonstrate the ability to identify recurring problems, recommend permanent solutions, and position EPB and broadband partners as providers of choice.
- Successfully complete the trial employment period to transition into the permanent Technical Solutions Advisor role.
Education and Experience
- Associate's degree in a related technical field is preferred, or 1-2 years of experience in internet, video, or voice systems.
- Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
- Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
- Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS-Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
- Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
- Antivirus Software - familiarity with the function and operation of popular antivirus software suites.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Strong working knowledge of common technical issues to offer support when needed.
Certifications and Other Requirements
- Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Self-motivated with a can-do attitude.
- Ability to demonstrate professionalism and optimism via verbal communication with peers and end-users.
- Ability to show technical knowledge through pre-employment assessments.
- Ability to adapt to new procedures with minimal interruption.
Physical Demands - Additional Information
- The work environment typically represents a standard office setting.
- Work day and night, including weekends.
- Communicate effectively for long hours.