Tech & Sales Support

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs
• TP and You

• Serve as the eyes and ears for the team fielding customer inquiries and finding innovative ways to respond.
• Provide front line, first level, technical assistance for consumers.
• Support client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems within a fast paced, customer facing environment.
• Troubleshoot and provide issue resolution assistance with client service and/or device specific issues including internet connectivity and performance troubleshooting.
• Support customer needs related to client specific high speed internet services and/or devices including troubleshooting, triage, and additional required resolution techniques.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

• Over 18 years of age.

• HS Diploma or equivalent.
• Comfort with desktop computer system.
• Familiarity with personal computers, operating systems, software, and computer terminology.
• Demonstrated problem solving skills.
• Ability to work independently and multi-task.
• Process Excellence:
  Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration:
  
  Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication:
  Outstanding communication, listening, and analytical skills.
• Organizational
  
  Skills:
  
  Strong organizational and problem-solving skills.
• Emotional Intelligence:
  Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness:
  Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking:
  Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented:
  Proactive approach to problem-solving with a focus on creating a positive customer experience.

• Internet Requirements:
• Minimum subscribed download rate equal or exceeds 25.0 Mbps.
• Minimum subscribed upload rate equal or exceeds 10.0 Mbps.
• ISP must have no packet loss and ping under 30ms.
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN.
• Proof of internet details required.
• Clean and quiet workspace.