Cnsnext Tech Support Specialist

JOB SUMMARY

Provide support to CNSNext Internet and NEXTSREAM customers by troubleshooting and resolving their technical issues via phone, email, other electronic medium and in person. Position reports to CNSNext Technical Support/Customer Care Team Leader.

• Provide excellent customer service in a variety of situations.
• Provide prompt responses to technical support-related emails, phone calls and office visits.
• Excellent oral and written communication skills.
• Ability to troubleshoot and resolve Internet connectivity issues on a wide variety of operating systems. Knowledge of Mac Intosh operating systems a plus.
• Ability to troubleshoot and correct problems with Microsoft Outlook, Outlook Express and other pop3 email programs.
• Ability to communicate technical information to both technical and non‑technical audiences for troubleshooting purposes.
• Excellent telephone skills are essential for the completion of daily tasks.
• Ability to work independently and remain calm in stressful situations.
• Update and maintain customer records using company provided software.
• Assist other departments in resolving customer problem resolution.
• Other duties as assigned.

Education and Experience:

• Must have a high school diploma or G.E.D. certificate.
• Must have a valid driver’s license.
• Background in technical support or computers preferred but not required.

Knowledge, Skills, and Abilities:

• Must possess good oral/written communication skills.
• Should have the ability to understand and follow oral and written instructions.

Mobility to work in typical office settings using standard office equipment is required. In addition, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone. The noise level in the work environment is usually moderate.

Typical office setting talking to customers on the phone and occasionally in person to resolve internet and streaming problems.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at‑will” basis.