PURPOSE
The Technical Solutions Advisor is responsible for the
functions necessary to perform analysis and troubleshooting via telephone,
email, and web chats for voice, video, and internet services. The focus is on
100% customer satisfaction, demonstrated through talking and responding to
customers, clients, contractors, and vendors about products and resolving their
issues and/or problems. Technical Solutions Advisors are considered disaster
recovery employees and, as such, may be required to work periodically from home
and must meet requirements of the "Work at Home Call Center Policy."
If the Technical Solutions Advisor meets corporate and departmental guidelines,
this position qualifies for a work-from-home arrangement.
DUTIES AND RESPONSIBILITIES
- Provide support to operations with day-to-day
maintenance issues. Escalate real-time complex technical issues to the
appropriate party only after exhausting all means of handling within and
considering the company's financial impact.
- Coordinate the clearance and correction of
trouble for RF, IPTV, streaming video, internet access, fixed wireless, and
telephone services.
- Communicate with customers using in-depth
interviews to solve service issues.
- Work continuously on a task until completion or
referral to third parties if appropriate. Follow up and be sure issues are
resolved and the customer is satisfied.
- Prioritize and manage several open issues via
different media at one time.
- Process trouble reports using appropriate
systems with accurate documentation of customer interaction and the engagement
of internal and external support teams as necessary.
- Support new applications.
- Communicate effectively with other Technical
Solutions Advisors, departments, and customers regarding the disposition and
status of trouble.
- Identify and troubleshoot recurring problems to
find permanent solutions.
- Position EPB and our broadband partners as a
provider of choice.
- Available to work any assigned shift in a
24/7/365 call center work environment. Available to work at least 70% of the
time when asked.
EDUCATION AND EXPERIENCE
- Any combination of education and work experience
equivalent to graduation from high school and/or any other combination of
education, training, or experience that provides the required technical
knowledge, skills, and abilities.
- 1 year of related experience or training in a
technical environment.
- Excellent customer service, oral & written
communication, interpersonal, problem-solving, and teamwork skills.
- Working knowledge of standard residential
hardware, including but not limited to residential-grade tablets,
laptop/desktop hardware, video streaming technologies, smart TVs, security
cameras, printer connectivity, etc.
- Working knowledge of standard residential
operating systems (current and recently obsolete), including Microsoft Windows,
Apple OS, and various mobile OS
- Microsoft Excel basic skill in cell formatting,
simple equations, protecting cells and worksheets from accidental changes, and
efficient data entry for repetitive action.
- Other commonly used commercial products
(including Microsoft Office), strong Microsoft Outlook skills.
- Antivirus Software – familiarity with the
function and operation of popular antivirus software suites.
- Task-focused and capable of accepting
interruptions, prioritizing changes, and completing tasks in a timely and
detail-oriented manner.
- Strong working knowledge of common technical
issues to offer support when needed.
CERTIFICATIONS & OTHER REQUIREMENTS
- Possess and maintain a current, valid driver's
license in state of residence and demonstrate safe and responsible operation of
motor vehicles.
- Task-focused and capable of accepting
interruptions, prioritizing changes, and completing tasks in a timely and
detail-oriented manner.
- Self-motivated with a can-do attitude.
- Ability to demonstrate professionalism and
optimism via verbal communication with peers and end-users.
- Ability to show technical knowledge through
pre-employment assessments.
- Ability to adapt to new procedures with minimal
interruption.
PHYSICAL DEMANDS
- The work environment typically represents a
standard office setting.
- Work day and night, including weekends.
- Communicate effectively for long hours.
May perform other duties as
assigned. All employees, under their job duties, should demonstrate the
behaviors of Professional Empowerment and comply with all EPB policies,
standards, and guidelines.
EPB provides electric and
communications services, which are considered critical infrastructure by the
Department of Homeland Security. This EPB job is essential to support this
critical infrastructure and may be required to work onsite or in the field to
maintain these services.
ABOUT THE SELECTION PROCESS
Phase 1: Apply at epb.com/careers.
Phase 2: Application evaluation by our recruiting team.
Phase 3: Phone conversation with recruiter and technical assessment.
Phase 4: Virtual panel interview with recruiter and hiring manager(s).
Phase 5: Offer extended, if selected.
Phase 6: Background Check & Drug Screen.
BENEFITS
You’ll enjoy competitive compensation including outstanding benefits and perks that fit your life, including:
- Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
- Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
- Funding a Financial savings program that helps you plan your future - 401K
- Volunteer Opportunities