Tier 1 Technical Support Representative

Summary: Southern Ohio Communication Services, Inc. is dedicated to providing reliable broadband internet and voice services in south-central Ohio. The Tier 1 Technical Support Representative will be the first point of contact for customers, responsible for troubleshooting equipment and providing basic tech support. Responsibilities: - Respond to inquires by phone, email, and in-person, providing timely required information - Must be the “Public Face” of SOCS/Customer Liaison, communicate effectively with customers, always exceeding their service expectations and building customer “best practices” for the SOCS brand - Must quickly diagnose, prioritize, and troubleshoot customer issues with proven multi-tasking abilities - Effectively communicate with Tier 2 and Networking staff - Schedule customer appointments, take payments over the phone, and perform customer callbacks - Perform troubleshooting on all SOCS-owned customer equipment and basic technical support for customer-owned devices - Perform other related duties as required and directed Required Qualifications: - Minimum of High School diploma or equivalent required - Previous customer service experience - Must be able to quickly acquire knowledge of SOCS technical support customer service standards - Must demonstrate a desire to learn, supported with a love for technology - Must have the ability to communicate effectively over the phone, and be proficient in typing - Must possess knowledge and skills in executing business correspondence and be able to proofread for grammar, spelling, and punctuation with a high degree of accuracy - Must possess basic knowledge of wifi routers, and both Mac and Windows operating systems - Must have the ability to quickly build rapport and credibility - Must have proven ability to work within a fast-paced, high-change, diverse, cooperative-work environment - Must demonstrate personal accountability to set priorities, organize workload, handle multiple interruptions, and meet deadlines while working with a flexible schedule to manage time effectively - Pass a background check, MVR, and random drug screens - Must be able to sit for long periods of time - Must have clean driving record for occasional driving - Must be able to lift up to 25 pounds Preferred Qualifications: - Preference will be given to ISP support or PC repair experience Required Skills: Technical support, ISP support, PC repair, Business correspondence, Proofreading, WiFi routers, Mac operating system, Windows operating system, Typing, Personal accountability