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Business Support Technician - Associate - Lawrence Kansas
Company: Midco
Location: Lawrence, Kansas
Posted On: 04/20/2024
Description JOB PURPOSE:
Create customer loyalty by delivering high quality support through established processes for commercial customer issues related to Midco Services via all customer interaction types. KEY FUNCTIONS:
- Serve as the point of contact for the customer to troubleshoot and resolve technical issues through the support of a variety of delivered products and managed services.
- Document each interaction as trained allowing all technicians to have updated customer interaction notes.
- Interact with internal and external customers representing Midco in a professional and courteous manner striving to exercise Trailblazer traits to maximize the customer's experience.
- Mindful escalations through work orders or Midco Ticketing System incidents for business customers with service changes, trouble calls and disconnects.
- Cross-train as required, developing a broad set of skills to support customer demand while staying current with Midco's expanding product offering.
- Effectively follow up with customers helping to reduce the amount of effort a customer expends to resolve issues.
- Maintain Customer Service yearly requirements to maintain the ability to interact with all levels of business customers, as defined by management.
- Utilize all forms of communication including, but not limited to, email, chat, and social media posts when interacting with clients.
- Adhere to Midco privacy guidelines to ensure each customer's privacy.
- Maintain regular attendance and adhere to scheduling as required by your position.
- Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.
- Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all customer interactions.
- Prepare and execute orders as needed in assisting customer including, but not limited to, service changes, trouble calls, downgrades, and disconnects.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
- Function as an effective customer advocate and team member while supporting the efforts and concepts of other departments.
- Support the mission, vision, and Trailblazer traits of Midco.
- Apply personal ethics, honesty, initiative, flexibility, accountability and confidentiality in all areas of responsibility.
- Lead or assist various internal support projects involving direct customer impact.
- Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards professional and technical growth.
- Possess strong problem solving and decision making skills while using good judgment.
- Multi-task and change from one task to another without loss of efficiency or composure.
- Maintain a positive work atmosphere by acting and communicating in a manner to build professional relationships with clients, co-workers and management.
- Actively follow Midco policies and procedures.
- Perform other duties as assigned.
EXPERIENCE AND EDUCATION: - High school diploma or GED is required.
- Associate's Degree or Bachelor's Degree is preferred.
- SCTE BCSS or equivalent technical experience is preferred.
- Strong typing, spelling and communication skills preferred.
- One to three years of previous experience in the telecommunications industry is preferred.
WORK ENVIRONMENT AND PHYSICAL DEMANDS: - The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 30 lbs.
- The noise level in the work environment is moderate to loud.
- Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.
ABOUT MIDCO: Midco: - Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
- Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
- Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.
Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work: |
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