Technical Support Representative Work At Home Job in Lubbock 79412, Texas US

This is a Work at Home position that requires very specific system and hardware requirements.  The position will have a mandatory full-time training course that will last 6 weeks and will be held at the Lubbock, TX location.  After graduation this position is PT or FT with a required split shift.

 

Work at Home Technical Support Representatives receive inbound calls from customers and provide technical support for the fiber optic TV, Internet, and phone service

Required Skills:

    Proven communication skills

 Ability to speak in concise, clear, conversational English to handle a call without sounding scripted
 Ability to read and comprehend written English
 Ability to write in a professional manner (for documentation purposes)

Soft skills (customer care)

·         Ability to handle difficult or agitated customer

·         Ability to convey genuine empathy

·         Active Listening

·         Ability to respond to customer comments
           and/or inquiries in a manner that makes it clear that the
           situation/concern is understood

Professional conduct

·         Recognizes that the customer should never be interrupted or spoken over

·         Recognizes that the customer will interject with
           comments/request which must be acknowledged using the 
           appropriate tone (e.g., patience, empathy, etc.)

Trouble Shooting and Process Skills:

·         Ability to gather, analyze and organize data using a logical and
        systematic process

·         Ability to examine a complex problem, its elements and their relationships

·         Ability to reduce complex relationships and problems into simpler parts
        with fewer variables

·         Ability to make logical connections and draw conclusions based on
        gathered information

·         Ability to apply logical thinking to testing solutions and problems

·         Ability to follow written instructions

·         Ability to understand procedure

·         Ability to navigate knowledge databases to effectively troubleshoot

·         Ability to perform more than one function while communicating with customers

Technical Skills: (1.5-2 years experience)

      Broadband Internet service capabilities

Client/server software technologies

Ability to navigate database tools and related applications(e.g.,trouble ticketing system)

Knowledge of :

·         Computer hardware, network, operations systems, software, and protocols

·         Frame Relay, ATM, Ethernet, DHCP, PPPoE, Open PPPoE, DNS

·         Email and associated protocols (SMTP,POP, IMAP)

·         Email client setup (Netscape, Outlook, Outlook Express, etc.)

·         Personal web/home page construction

·         Networking components (video, data, voice)

·         Video, data voice service components and functionality

·         Home networking

·         Use of area wireless technologies

·         Wireless technology to include devices and protocols such as the
        distinction between 802.11a, b and g

·         Virtual private network (VPN)

·         Other emerging technologies

Physical dimensions: (described here are representative of those that must be met by
                                               an employee to successfully perform the essential functions of this job)

      

        ·         This includes the requirement to type quickly, write, talk, hear, and to listen and 
            process information and then utilize it to provide customers with 
            desired information

      ·         The employee is frequently required to sit

      ·         The employee may occasionally stand and clap or reach for items 

      ·    The employee must meet exemplary performance criteria and 
               must have exemplary attendance