Broadband Support Specialist

Broadband Support Specialist

Wage:
Starting at $21.25 per hour, DOE

Location:

Willox HQ, Safford or Clifton

Purpose of Position

Work in a fast-paced environment as a Broadband Support Specialist to take incoming technical calls from customers and field technicians. Analyze, troubleshoot and resolve technical issues for broadband installation and connection issues. May remotely configure and troubleshoot client's equipment or simply educate customers. In the event the issue cannot be resolved, the call will be escalated to the next tier of support or arrange dates, times & access arrangements for a service call.

Promotes and sells additional services.

Duties and Responsibilities

Actively encourages teamwork, open communication, and cooperative interaction by promoting a positive work environment that reflects the company's mission, values and management goals.

• Assists customers with inquiries and requests based on accurate knowledge of the Company's products, services and procedures of the department
• Handles Internet service and Business Systems customers' troubles and inquiries
• Accurately conveys customer requests and orders to necessary departments
• Generates and submits reports associated with customer accounts
• Accurately records and maintains customer information in customer files and computer databases
• Processes orders and assists in the configuration of services to customers
• Sells and recommends services and products offered by the Company
• Activates and deactivates services and configures related equipment within Company guidelines.
• Handles all information in an unbiased and confidential manner.
• Activates/deletes customer accounts in servers.
• Troubleshoots, configures and adjusts Customer Premise Equipment (CPE) that impacts internet for subscribers.
• Participates in meetings, seminars, and training sessions to obtain information to ensure better job performance.
• Provides outstanding customer service to customers.
• Cross trains in other areas within the company.
• Handles customer inquiries and requests based on accurate knowledge of the Company's products, services and procedures.

Qualifications

Language

Skills:

Ability to read, analyze, and interpret industry periodicals, tariffs, financial reports and legal documents. Ability to respond to common inquires or complaints from customers, regulatory agencies, or members of the business community. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond questions from groups of managers, clients, customers, and the general public.

Mathematical

Skills:

Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts such as fractions, percentages, and ratios to practical situations.

Computer Operations:
Intermediate personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Planning/Organization:
Ability to prioritize, handle multiple tasks, organize assignments simultaneously and delegate assignments.

Certificates/Licenses

• A valid driver's license issued by the state in which the employee

Education and/or Experience

High school diploma or General Educational Development (GED) certificate. Related experience and/or training is desirable but not essential.

Physical Activity Level

• Stand: 1/3rd to 2/3rds of the time.
• Walk: 1/3rd to 2/3rds of the time.
• Sit:
  Over 2/3rds of the time.
• Use of hands to handle or feel:
  Over 2/3rds of the time.
• Reach with hands and arms:
  Over 2/3rds of the time.
• Climb or balance:
  Under 1/3rd of the time.
• Stoop, kneel, crouch or crawl:
  Under 1/3rd of the time.
• Talk or hear:
  Over 2/3rds of the time.
• Push or pull: 1/3rd to 2/3rds of the time.
• Drive: 1/3rd to 2/3rds of the time.
• Keyboarding:
  Over 2/3rd of the time.
• Ability to lift and/or carry up to 10 pounds:
  Under 1/3rds of the time.
• Ability to lift and/or carry up to 25 pounds:
  Under 1/3rds of the time.
• Ability to lift and/or carry up to 50 pounds:
  Under 1/3rds of the time.
• Ability to lift and/or carry up to 100 pounds:
• Ability to lift more than 100 pounds:

Work Environment

• Work near moving mechanical parts:
  Under 1/3rd of the time.
• Fumes or airborne particles:
  Under 1/3rd of the time.
• Toxic or caustic chemicals:
  Under 1/3rd of the time.
• Work in high, precarious places:
  Under 1/3rd of the time.
• Outdoor weather conditions:
  Under 1/3rds of the time.
• Risk of electrical shock:
  Under 1/3rds of the time.

Working Conditions

Regular (40 hours per week) with possible split days off and Saturday rotation, subject to company policies. It is also possible that this job will be required to work fewer or more hours during any given week.

• Environment:
  Outside and inside.
• Noise:
  Moderate noise levels (i.e.: business office with computers and…