Part-time Technical Support Specialist

Great Plains Communications is looking for a Part-time Technical Support Specialist (30 hours per week) to provide an escalated level of technical support for the Internet and Voice lines of business. Will serve as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians. Communicates with the GPC Service Assurance team regarding widespread residential service outages. Identifies areas for improvement in Tier 1 troubleshooting and provides procedures and training as required.

Applicants for this part-time position can live in the Omaha/Blair/Kearney/Chadron metro area. Required in office trainingduring first 6-8 weeks of hire.

There is an option to be fully remote after initial in-house training of approximately 6-8 weeks.

Occasional in-house meetings to the Blair, Kearney or Chadron office is required.

Duties Include:

• Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems
• Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.
• Provides end-to-end resolution of all escalated tickets in a timely manner.
• When necessary, answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services.
• When required, creates internal trouble ticket that is routed to local technician.
• Monitors ticket close times to assure prompt resolutions.
• Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively.
• Follows appropriate processes for problem documentation, assignment, escalation, and tracking.
• Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc.
• Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately.
• Answers calls and interacts with all customers in a friendly and professional manner.
• Interacts with GPC field personnel to provide resolutions to customer-related Internet service problems.

Ideal candidate will be a high school graduate or equivalent and have additional technical training.

Desired experience - 2 years’ experience with Internet-related computing systems (PCs and servers) and IP networks.

Experience in a multi-faceted network (Voice, Video, Data)

6+ months experience in a customer service environment

Competitive salary and benefits provided. EOE.

High-performing network, high-performing people.

Great Plains Communications is the leading fiber-driven technology provider in the Midwest
, delivering fast, reliable solutions including high-speed internet and a full suite of residential and business services to nearly 200 communities across Nebraska, Colorado, Iowa and Southeast Indiana. Powered by our 19,000-mile MEF-certified, high-capacity network, we provide state-of-the-art connectivity to homes, businesses and carriers backed by custom-built strategies, expert engineering and local support.

What sets us apart? An unwavering commitment to customer experience. From design to deployment, maintenance and beyond, our local experts craft tailored solutions and deliver personalized, ongoing support to keep communities seamlessly connected.