INTERNET TECH SUPPORT ADVISOR I

INTERNET TECH SUPPORT ADVISOR I

At TDS, we provide innovative Voice, Internet, and Entertainment services to rural and suburban communities nationwide, as well as leading-edge business technology. But it's our commitment to each community we serve that truly sets us apart. TDS serves 1 million customers in 30 states.

Employment at TDS is subject to post offer, pre-employment drug testing. EEO/AAP Employer

The Internet Support Technician I position is a shift position within the Internet Support Team that provides 7x24x365 support of TDS Telecom Internet customers. Specifically, this position will
-Provide first contact resolution for customer e-mail, browsing, and dial-up connectivity issues.
-Assist customers with dial-up Internet configurations and settings related to Personal Web Space via FTP.
-Take ownership of each customer trouble while updating the ticket regularly until the issue is resolved.
-Achieve service level requirements for problem resolution and sales targets.

This position should be able to recognize Internet troubles (as described by the customer), troubleshoot the problem, document what was done in a clear and concise manner within the trouble ticket log, and clear the trouble upon first contact.

Required Qualifications:
-Associate Degree and/or technical certification in computer related area OR 1+ year equivalent experience in computers and Internet technologies.
-1+ years of prior Call Center or Help Desk experience or related customer service experience.

Other Qualifications:
-Ability to communicate with individuals of all levels of technical understanding.
-Ability to work within a changing environment.
-Ability to take ownership of an issue and see it through its resolution.
-Conflict resolution skills.
-Excellent interpersonal communication skills (i.e., verbal, written, listening).
-Needs to be able to address internal and external customers with a positive understanding and reassurance.
-Positive attitude and team focus are required.
-Problem solving skills.
-Requires software knowledge and skills in business and office applications, such as spreadsheets, database applications and word documents.
-The ability to make timely decisions.
-The ability to manage changing priorities.
-Demonstrated customer service skills
-Ability to adhere to a schedule.
-Ability to work well in a team or independent setting.
-Ability to accept positive criticism as a learning tool.
-Self-motivated.
-Thorough knowledge and troubleshooting skills with Internet and email applications (Internet Explorer, Netscape, Outlook, Netscape, Eudora, and Microsoft Exchange) and dialers.

RESPOND HERE! Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at http://64.89.40.26/servlet/resp/rf?jobid=1856736&boardid=847