Velocity Tech Support Trainee

POSITION:Easton Velocity Technical Support Trainee

REPORTS TO: Supervisor of Technical Support

JOB OBJECTIVE: Provide Easton Utilities Internet and cable customers with consistent and dependable technical support. This is a full-time, non-exempt position with a rotating schedule.

JOB REQUIREMENTS:

• Must have well developed analytical, interpersonal and communication skills.

• Ability to work under continual deadlines with exceptional attention to details.

• Must successfully complete Jones/NCTI Customer Service course within 6 months of start date.

• Must successfully demonstrate the ability to verbally support cable TV, internet, and voice customers to resolve issues.

• Familiarity with Windows, Mac, Android, iOS operating systems, associated email clients and working knowledge of VoIP, is a plus.

• Must be able to communicate effectively with the public and possess friendly, courteous, and helpful attitude.

• Must have a valid driver’s license.

EDUCATION REQUIREMENTS: Must have high school diploma or equivalent

CORE VALUES OF EASTON UTILITIES

• INTEGRITY –Operating with uncompromised values

• COMMITMENT – Unwavering dedication to our customers, our employees, our community, and our environment

• EXCELLENCE- An obvious distinction in all we do

CORE COMPETENCIES

• ACCOUNTABILITY - Accountable for measurable, high-quality, timely, and cost-effective results.

• INITIATIVE - Takes prompt action to accomplish tasks and meet goals and objectives.

• QUANTITY/QUALITY of WORK - Pays close attention to detail. Strives to achieve accuracy and consistency in all tasks.

• CUSTOMER FOCUS – The ability and willingness to find out what the customer wants or needs and to act accordingly. Dedicated to meeting external and internal customer needs.

• SAFETY ORIENTED – Knows and supports Easton Utilities safety programs and policies

JOB RELATED COMPETENCIES:

• TECH SAVVY- Anticipates the impact of emerging technologies and makes adjustments; scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.

• ORAL COMMUNICATION- The ability to express oneself clearly in conversations and interactions with others.

• COOPERATION- The ability to work effectively with others in order to achieve a shared goal- even when the object at stake is of no direct personal interest.

• SELF-STARTING ABILITY- The ability to find your own motivation for accomplishing a task, and the degree to which you will maintain this course in the face of adversity.

MAJOR JOB FUNCTIONS:

• Assist customers and troubleshoot internet related problems. This includes but is not limited to email clients, web browsers, operating systems, etc.

• Assist customers and troubleshoot VoIP issues. This includes but is not limited to call quality, voicemail, etc.

• Assist customers and troubleshoot cable TV problems. This includes but is not limited to picture and sound quality, inputs, remotes, etc.

• Maintain detailed documentation of customer interaction through the Velocity Trouble Tickets, Outage Management System and Customer Summary.

• Develop a strong understanding and utilize the tools provided to manage customer accounts and connections.

• Provisioning and installation of cable modems, MTAs and routers.

• Regular, reliable attendance is a requirement of this job.