ISP Support Technician

ISP Support Technician100% remoteMust reside within 90 Miles of Huntsville, AL Technical

Cable, Modem, Internet

Network & Telecommunications

Troubleshooting

Ticketing System

Windows

Phone, Email & Web Chat Support

OverviewThis position is great for any recent computer science graduate or experienced call center agent. The position will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1 month training portion. The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process. Duties

Provide world-class customer support for ISP partners within a 24x7x365 environment.

Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies.

Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Answer inbound technical support phone calls, chats and emails related to partners.

Troubleshoot voice, data, video and connection issues for customers.

Identify, troubleshoot and assist customers with voice, data, video and connection issues.

Answer customer service related questions.

Track and record each phone call and provide a detailed description of the call.

Provide backup assistance for other Technical Support Representatives.

Start Date & Equipment

Start Date April 29

Equipment is provided and shipped the week of April 22

You will need to maintain your own internet connection

If your home internet goes down, you will need a backup plan to maintain good standing

Shift

Candidates will choose an early, middle or late 2nd shift schedule

8-hour shift, 1-hour lunch

Once schedule is chosen, candidates will not be able to change

Early-2nd shift (10am-7pm)

Middle-2nd shift (12pm-9pm)

Late-2nd shift (3pm-12am)

2 days off per week, not consecutive

Will work 1 Saturday or 1 Sunday per week

Environment

Work from home, must have reliable internet, childcare, and minimal distractions

Must be hardwired into internet

Wifi or hotspots will not be accepted

2 breaks per shift

Performance Evaluation

Attendance Evaluation

Pay Scale & Incentives

Base Salary $31,000 Annually

$1,000 Salary increase after 4 months

$100 Training Completion Bonus

$50-$100 Attendance Bonus-monthly

$250 Sign-On Bonus-4 months

$300 Loyalty Bonus- 8 months & 12 months

15 PTO Days Accrued- 80 hr annual carryover

401K Opportunity

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.