Technical Support Specialist I (3rd… at ALLO Fiber · Waverly

Summary: ALLO Fiber is a community-focused company dedicated to providing exceptional customer service. As a Technical Support Specialist, you will assist customers with technical inquiries related to ALLO's internet, voice, and video products, ensuring a positive customer experience through effective problem-solving and support. Responsibilities: - Work in an inclusive and supportive call center environment assisting residential and business customers with inbound technical support inquiries related to ALLO internet, voice and video products - Diagnose technical issues, implement solutions, and schedule service appointments when necessary - Deliver exceptional customer experiences by actively listening, asking questions, and offering the best possible support - Conduct follow-ups with customers to confirm issue resolution and satisfaction - Provide customers with updates on work orders or trouble tickets - Accurately document customer interactions and support requests in our system - Collaborate with internal teams to improve customer experience and technical support processes - Other duties as assigned Required Qualifications: - High school diploma, GED, or equivalent experience - 1+ years of experience in customer service, IT support, retail, hospitality, or any role requiring strong communication skills and problem-solving - Commitment to delivering excellent customer service and support - Adaptable, collaborative, and capable of excelling in a dynamic setting - Proficiency with computer systems, with the ability to efficiently navigate multiple application windows, including typing of notes into the ticket system - Strong problem-solving skills with attention to detail - Excellent communication skills, with the ability to assist customers of all technical skill levels in a patient and clear manner - Willingness to learn and grow within the company - Raise objects up to 25 lbs - Remain upright on feet for extended periods - Remain stationary for extended periods - Ability to communicate information - Ability to operate a computer - Ability to observe details at far range Preferred Qualifications: - Prior call center or telecommunications experience is a plus but not required - Basic knowledge of home broadband components and home networking is a bonus. Examples are what is a modem and router, how to connect a wireless device like a phone or laptop to home WiFi, what is the difference between 2.4 GHz and 5 GHz WiFi bands, etc Required Skills: Computer Systems, Home Networking, Modem, Router, WiFi 2.4 GHz Band, WiFi 5 GHz Band, Technical Support Benefits: Free internet? You bet. Plus, awesome discounts on other ALLO services., Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%., Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts., Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program., Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities., Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.