Klamath Falls OR- Help Desk Technician

Overview

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.

• Address customer calls, emails, and portal requests.
• Recording customer payments.
• Setting up customer accounts and determining if they can receive our services.
• Terminating customer accounts when the customer calls, emails in to cancel.
• 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.
• Quickbooks and Sonar software knowledge.
• Complete special projects and audits, as needed.
• Assist with other office duties as necessary.

• 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.

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

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