Advanced ISP Support Technician

Description :

Advanced ISP Technician- They would essentially be considered a L4 / Advanced Tech and sit there until x-training catches up and they eventually earn enough production / member points to be a Sr Tech.

May take a bit longer but they will be making more in base wages and monthly incentive out of the gate.

• Test with 9 / 16 class
• Class size 10
• Tech starting pay $
• Criteria for the agents in the class :

1.Must have a minimum of 2 years call center experience, AND

2.1 year of helpdesk / technical support experience, AND

3.A minimum of an associate's degree (2-yr)

provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America.

NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video.

We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology.

Our approach is to educate and support our members as we work with them through a consultative process.

Provide world-class customer support for 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 ISP partners.
• Consult with customers and provide additional solution in the form of up-selling NRTC’s 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

Skills :

Windows 10, Windows 7, call center support, Troubleshooting

Top Skills Details :

Windows 10,Windows 7,call center support, Troubleshooting

Additional Skills & Qualifications :

Position wants a group of 10 Advanced ISP technicians to be LOCAL to either their Cedar Rapids IA, Huntsville AL or Raleigh NC centers if possible.

Will consider fully remote candidates as well. Expectation is that training will be 100% remote. LOCAL Cedar Rapids candidates will pick up equipment from NRTC the Friday before the project starts.

All other ISP techs will have equipment shipped out to them directly. Training will start on 9 / 3

• 5 weeks training Missing more than 1 day can lead to a drop in the program. (internally, will review on a case by case basis)
• First 30 days on the floor first out for any reason will lead to a final warning with or without a doctor’s note. Providing a note will count as one instance instead of multiple days of absence.

consider this one freebie in the first 30 days)

• Planned days off, in advance, would need approval.
• Second time out while on a warning can lead to a drop. (unless there is an extenuating circumstance that can be explained and documented.

Willing to consider on a case by case basis.

• NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy
• After 30 days we will start to measure attendance compliance. This score can not reach below meaning you must be at work 92

Shifts will be second shift hours. All schedules after training require working on either a Saturday or a Sunday or both Sat / Sun with two days off back to back during the week.

I will align candidates to a specific shift during the interview / G3 if the conversation goes well.

The Tier II qualifications would be to have one of the following; candidates who meet one of the criteria below can be started at $

• AA or some sort of completed education in Computer Science or related IT field
• obtained 2 Certifications in A+, Security+, Net+ or CCNA.

Experience Level : Intermediate Level

Intermediate Level

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.