Customer Care Associate

The role of a Customer Care Associate is to deliver customer facing technical support to PureHD’s High-Definition Commercial Free-To-Guest (HD-FTG) video systems pursuant to the support specifications outlined in each contractual agreement. This includes, but is not limited to, customer interfacing, channel restoration, ISP interfacing, technical diagnosis, and appropriate escalation. Position is designed as an entry-level position with extensive opportunity to advance to senior roles in a growing company.

• Respond to system alerts and resolve technical issues at customer locations.
• Provide first level contact and convey resolutions to customer issues.
• Update customer data and produce activity reports.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Growth position in company to higher level engineering and IT positions.

• Ability to quickly learn PureHD’s capabilities and demonstrate sound project management skills.
• Proficiency with Microsoft programs such as Word, Excel, PowerPoint, Project and Visio.
• Basic understanding of networking technologies to include Ethernet, TCP/IP, Switches, Routers and Remote Access products.
• Maintain awareness of new and emerging technologies and the potential application on client engagements up to and including HD-FTG IPTV delivery systems.
• Ability to collaborate efficiently and effectively in a team environment.

• A college diploma or combination of relevant education and work experience is a must.
• Ethernet, TCP/IP, UDP technical knowledge.
• Proficiency in English and possess excellent verbal and written communication aptitude.
• Ability to manage multiple simultaneous projects from a remote location.
• Proven working skills in providing help desk support.
• Working knowledge of computer systems and general Internet and networking technologies.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.

• Mainly Monday-Friday 7:00am – 6:00pm various shifts.
• Weekend work is required and will be compensated.

• Immediate

• Sudbury, MA

• Salary based upon experience.
• Medical/Dental Insurance.
• 401(k).
• Bonus eligible.
• Relaxed dress code.

Please email cover letter and resume to Lori Moore, Vice President of Operations: