Summary description:
The Technical Support Representative provides technical support and customer service for LiveOak Fiber customers by troubleshooting internet and voice service issues, provisioning services, managing customer orders, scheduling installations, and resolving technical concerns. This role requires strong networking knowledge, telecommunications experience, problem-solving skills, and a commitment to delivering an exceptional customer experience.
Job description:
POSITION OVERVIEW & PURPOSEThe Technical Support Representative is responsible for delivering exceptional customer support by troubleshooting and resolving technical issues, supporting voice and data service provisioning, and ensuring a positive customer experience. The ideal candidate has experience in telecommunications or technical support, strong networking knowledge, excellent communication skills, and a customer-focused mindset. Experience with Calix or other GPON systems, billing and provisioning platforms, and LAN troubleshooting is preferred. This role requires a proactive, organized professional who can diagnose complex issues, adjust network configurations, document resolutions, and collaborate effectively across teams.ESSENTIAL DUTIES & RESPONSIBILITIES• Use technical support background to assist customers in resolving complex service issues via our digital communication channels promptly and effectively.• Help provision voice and data services.• Help with phone number porting.• Accept orders from new customers and modify existing customer orders.• Schedule installations, work orders, and trouble calls as needed. • Apply foundational networking principles to diagnose and troubleshoot technical support problems, ensuring quick and accurate resolutions.• Regularly work tickets daily. • Act as a liaison between technical support, engineering, and customer service teams to facilitate smooth and efficient communication and collaboration.• Demonstrate a customer-centric approach in all interactions, ensuring that customers receive the highest level of service and satisfaction.• Use ticketing systems effectively to manage customer inquiries, escalations, and service requests in a timely manner.• Use telemetry programs like Calix Cloud to troubleshoot customer network performance.• Identify and escalate issues appropriately to higher-level technical teams or management when necessary, ensuring timely and appropriate resolutions.• Reach out to customers proactively to address potential service concerns, conduct customer satisfaction surveys, and gather feedback for continuous improvement.KNOWLEDGE, SKILLS & ABILITIES• Strong customer & technical service orientation with excellent communication and interpersonal skills.• Basic knowledge of fiber optic internet services, network equipment, and technology.• Effective problem-solving and troubleshooting abilities.• Proficiency in using customer service software and tools.• Attention to detail and commitment to issue resolution.• Ability to work independently and in a team environment.BASIC QUALIFICATIONS & COMPETENCIES• Previous Experience: Minimum of [2] years of experience in technical support, with a strong background in networking principles and troubleshooting.• Experience supporting voice services. • Experience adding and removing services from existing accounts.• Experience scheduling work orders for customers using dispatch software.• Experience working in telecommunications for at least a year. • Understanding of service provisioning for voice and data• Worked with billing and provisioning systems.• Customer Service Skills: Strong customer focus with exceptional communication and interpersonal skills to effectively address customer inquiries and concerns.• Problem-Solving Abilities: Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently.• Team Player: Ability to work collaboratively within a cross-functional team environment and maintain positive working relationships.• Organization and Time Management: Demonstrated ability to prioritize tasks, manage time effectively, and meet deadlines.• Adaptability: Thrive in a dynamic and fast-paced environment, adapting to changes and staying up to date with emerging technologies.• Technical Certifications: Relevant technical certifications (e.g., CompTIA Network+, CCNA) will be a plus.• Must have flexible hours. Sometimes we must pitch in on nights and weekends!PREFERRED QUALIFICATIONS & COMPETENCIES • Associate's degree or equivalent education.• Experience in technical support within the telecommunications or ISP industry.• Knowledge of fiber optic technology and related equipment.• Certification in customer service or technical support.PHYSICAL DEMANDS & WORKING ENVIRONMENT • Walking- up to 40%• Standing- up to 40%• Reaching- up to 10%• Lifting and/or bending- up to 10%• Work environment- indoors and outdoors• Able to lift up 45 pounds.• Travel: 10%STATEMENTThe qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully. This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
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Eligibility factors:
All Services
