Business Technical Support Specialist

The Business Technical Support Specialist provides in-office technical support to business customers by diagnosing and resolving service and equipment issues remotely, coordinating on-site support when needed, and documenting activity in FOCUS Broadband’s trouble management system. The position also supports Business Services Group (BSG) and IT installations through the programming and configuration of business network and communications equipment, including hosted phones, managed routers, and switches.

Serving as a key technical resource for business customers, the specialist provides timely, professional support and evaluates customer needs to determine appropriate next steps.

• Receive and respond to business customer requests by telephone, email, and other support channels; troubleshoot service issues and provide remote support to resolve problems when possible and minimize unnecessary truck rolls.
• Troubleshoot and provide technical support for FOCUS Broadband business services, including broadband, managed routers and switches, managed wireless networks, IP-PBX phones and equipment, webmail/email, and other supported business products and services.
• Use remote desktop and other diagnostic tools to identify technical problems, determine appropriate resolutions, and assist customers with implementation of solutions.
• Create, update, prioritize, and route support tickets to BSG technicians, IT Support, and other appropriate departments; monitor tickets.
• Maintain current, accurate and detailed records of customer issues and resolutions.
• Review service orders and accurately process applicable post-installation changes for billing.
• Manage and prioritize multiple customer issues and assignments effectively in a fast-paced environment with frequent interruptions.
• Program and configure business network and communications equipment, including hosted phone handsets, managed routers, and switches, in support of BSG and IT installations.
• Communicate clearly, concisely, professionally, and courteously with customers, co-workers, and other business contacts, both verbally and in writing.

• Maintain regular and timely attendance.
• Ability to work overtime and outside regularly scheduled hours as business needs require.
• Perform other duties/special projects as required.
• Participate on behalf of the company in community and company-sponsored activities as requested.
• Attend safety meetings, complete safety & security trainings, and maintain a safe working environment.
• Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development.

• A high school diploma or equivalent is required. An associate degree in a related technical field is preferred.
• CompTIA Network+ certification preferred at time of hire and required within 12 months of employment.
• 2-3 years of technical support, service coordination, dispatching, or related experience preferred.
• 2-3 years of call center experience preferred.
• 2-3 years of working with ticketing software preferred.
• Must have and maintain a good driving record and a valid driver’s license.

• Prioritize and manage multiple concurrent tasks in a fast-paced environment while maintaining accuracy and meeting established deadlines.
• Communicate clearly, accurately, concisely, professionally, and courteously, both verbally and in writing, with customers, coworkers, and other business contacts, including when explaining technical information or resolving service-related concerns.
• Perform detailed work accurately and efficiently, including reviewing information for completeness and identifying discrepancies or errors.
• Learn and apply…