Klamath Falls OR- Help Desk Technician

Help Desk Technician

Stimulus Technologies is a turn-key technology company offering a range of services including Managed IT services and wireless Internet services through Stimulus Broadband. You will be working for Stimulus Broadband in Klamath Falls, OR as a Customer Service help desk technician. A Stimulus Broadband help desk technician will work with directions to ensure the high quality of customer service. The goal is to maximize customer commitment and the prosperity of business by producing results in a timely manner.

• Find accomplishment by helping clients
• Ensures that all assigned customer requests are completed by priority
• Triage incoming service requests from phone calls, email, and direct support requests
• Identify and solve Level 1 issues and escape other requests to appropriate technicians
• Understand and follow workflows and procedures
• Achieve high level of productive work time
• Achieve 100% customer satisfaction for work completed
• Acquire and maintain necessary technical skills to achieve success in job functions
• Motivation to learn new systems and experience career growth
• Sense of urgency to make clients happy

• Phone etiquette & calm demeanor
• PC proficiency in Windows-based applications and strong internet usage skills.
• Adaptability to day-to-day work schedule priority changes.
• Ability to understand basic networking, including switches and routers
• Listen to symptoms of problems customers face and identify core issues
• Communicate effectively with clients in non-technical terms
• Accountable and punctual work attendance
• Work independently on projects
• Have fun in a casual work environment

• Address customer calls, emails, and portal requests.
• Resolve customer questions and concerns efficiently by actively listening, clear and concise communication, and assuring customer understanding.
• Accurately process and record communication transactions using a Service Ticket system.
• Utilize subscriber management system to identify, resolve, or dispatch technicians to resolve customer service issues.
• Walk customers through series of troubleshooting steps to resolve issues remotely.
• Maintain current knowledge of all product offerings, and technical support procedures to provide accurate and timely information and solutions to customers.
• Prep and configure equipment.
• Run ping report and diagnose customer service issues
• Knowledge in broadband internet, fiber and cable
• Knowing and understanding WiFi connections
• Complete special projects and audits, as needed.
• Assist with other office duties as necessary.

• Previous entry-level, or higher, technical support experience.
• Microsoft Office experience.
• Previous call center experience.

Although not required, any certifications, such as CompTIA A+, Network+, Microsoft Desktop, or Cloud Certifications, and/or applicable experience is a plus.