TAC Technician

Abouttheteam:

Our TAC Team consists of tech-savvy individuals who are always ready to help. We take on simple to complicated customer phone problems to quickly and accurately diagnose and repair issues in a timely fashion. This is a technological role that is perfect for those who thrive with both customer interaction and heads-down troubleshooting in a demanding, fast-paced environment. Our team brings people closer to family and friends through technology which is inspired by a culture that puts people first.

• User-friendly
• Technology driven
• Solution orientated
• Knowledgeable with GTA’sservicedelivery - Network to customer device
• The best TECH support team on island

If you are a good listener and solution-finder, see how far you can go ond answering questions for our customers every day, you will be part of a high-energy, collaborative culture where you can grow and advance in your career. We are counting on you to use your solution-finding and technical skills to deliver exceptional experiences and create lasting impressions as the point of contact to our customers.

Our team is full of dreamers and doers - people who make plans and who make things happen. And, of course, we have fun doing it. In short, if you have a knack for excellent customer service, building relationships and offering support, we want you on our team!

As the TAC Technician, you will provide technical and network problem resolutions to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, equipment/device triage, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus, resolving username and password problems, uninstalling/reinstalling basic software applications and troubleshooting Wi-Fi and email issues.

Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

• Deliver professional service and support to customers via different contact methods:24/7 inbound call center, online chat, and email. Face-to-face interaction may be required in special circumstances.
• Provide exceptional service by actively listening to customer concerns, understanding their issues, and effectively addressing their inquiries, concerns, and requests about GTA products and services.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, cellular connectivity, digital television, email, VoIP, and more.
• Guide customers through step-by-step troubleshooting processes, offering clear and concise instructions to resolve problems.
• Detailed and accurate documentation of customer complaints and process proper trouble ticket reports and service orders.
• Research required information using available resources.
• Resolve basic customer questions and concerns on accounts, orders, tickets, payments, and billing.
• Offer alternative solutions where appropriate with the objective of retaining customers’ business.
• Identify and elevate priority issues and customers per specifications.
• Follow standard guidelines and practices.
• Stay up to date on internal products, company announcements, communications, and organizational developments to provide accurate and informed support.
• Other duties as assigned.

• Ability to promote the Company culture and mission to all employees, vendors, clients, and business partners
• Technical skills – Working knowledge of computer systems/software and computerized billing
• Effective communication skills
• Oral presentation skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of…