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.

Flexible hours
** IDEAL POSITION
** for College Student or Stay at home Moms!!

++Applicants for this part‑time position can live in the Omaha/Blair/Kearney/Chadron metro area.++ Required in office training during 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.

• 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‑fascitated 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 high‑capacity connectivity to homes, businesses and carriers backed by custom‑built strategies, expert engineering and local support.