Network Support Specialist - Key Commercial Accounts

Company: Point Broadband
Location: Bristol
Posted on: January 27, 2023

Job Description:

Network Support Specialist - Key Commercial AccountsBristol, VA AT POINT BROADBAND WE IMPROVE LIVES THROUGH FIBER TECHNOLOGY. IF YOU ARE SELF-MOTIVATED TO ACHIEVE EXCELLENCE AND YOU TAKE PRIDE IN HELPING OTHERS - OUR MISSION TO DELIVER SUPERIOR FIBER-BASED BROADBAND SOLUTIONS TO SMALL TOWN USA AND RURAL AMERICA, WITH A FOCUS ON COMMUNITY, AND BEST IN CLASS CUSTOMER SERVICE STARTS WITH YOU.Opportunity:In this role, the successful candidate will possess excellent interpersonal / communication skills and enjoy proactive problem solving with a sense of urgency. Self-discipline, the ability to work independently, and utilize strong technical skills while quickly learning new concepts in a fast-paced environment is critical to being successful in this role. If you enjoy building relationships and demonstrate a commitment to our core values, this is a great opportunity to use your skills to promote positive success in your life while helping others - - all while earning a great income. Become part of dedicated team of professionals who flourish and thrive on success!.Position Objective:Promote and comply with the Point Broadband Value SystemPromote Point Broadband products and services over the telephone, email and chat. Responsible for providing exceptional customer serviceEngage with commercial customer accounts to ensure the highest reliability and quality of servicesRegularly engage with Key Accounts to ensure the highest reliability and quality of services. Customer advocacyRespond to customer (commercial) requests via telephone, email and chat communication channelsTroubleshoot and resolve customer service outages and problems in an effective mannerWork with other team members to coordinate response to network disruptions, including gathering information by contacting customersRespond to customer inquiries, complaints and other requests for information regarding Point Broadband services, billing, and payment arrangementsA successful employee in this position has the opportunity to obtain the position of Network Support Specialist II after meeting experience, knowledge and performance requirementsResponsibilities:Responsible for responding to requests from Point Broadband customers for all services offeredResponsible for collecting, creating and updating commercial account network and premise documentation (no travel expected)Responsible for regularly contacting key accounts and resolving issuesResponsible for engaging with operations, engineering, sales and leadership staff in the context of being a customer advocateResponsible for opening, updating and closing trouble tickets to track customer requests and issuesResponsible for troubleshooting customer issues and attempting to resolve themResponsible for escalating discovered outages or abnormal network conditions following established escalation chainResponsible for striving to provide first touch resolutionResponsible for providing exceptional customer servicesResponsible for meeting individual performance metrics designed to ensure exceptional customer service and supportResponsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the company's customers is threatened or restoral of service is required.Qualifications and Requirements:High school diploma or equivalent required. Two-year college degree strongly preferred in a related field. Experience supporting large commercial enterprises and or government organizations is a plus. Experience supporting Internet, telephone and or cable TV services is a plus. Experience in a service-provider industry is a plus.Knowledge and Abilities:Ability to communicate clearly and concisely, both in written and verbal formats. Ability to effectively navigate recent Microsoft Windows operating systems and Microsoft Office.Shift:Shift may vary from time to time. Shift will include some evenings and weekend work. Some overtime may be required. Some shifts may occur on holidays.Working Conditions:This position requires work indoors. Work requiring lifting of up to 25lbs may also be necessary on occasion.Benefits:Share the Care Paid TimeFlexible Spending AccountMedical, Dental and VisionCompany Paid Life as well as Voluntary policies401(k)Paid Time OffHolidaysCareer Progression OpportunitiesDiscounted Broadband Services *Where Applicable* Point Broadband is an equal opportunity employer. For further information, please visit: EEO is the Law Poster - U.S. Equal Employment Opportunity Commission

Keywords: Point Broadband, Asheville , Network Support Specialist - Key Commercial Accounts, Other , Bristol, North Carolina