Business Technical Support Specialist

Description

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. 

Requirements

Essential Functions:

• 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.

Additional Responsibilities:

• 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.

Minimum Qualifications:

• 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.

Knowledge, Skills, and Abilities:

• 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 new processes, procedures, systems, and technical information through formal training and on-the-job instruction.
• Knowledge of ticketing systems and ability to accurately create, document, update, prioritize, and track service or troubleshooting requests through resolution.
• Knowledge of basic business telecommunications concepts and ability to learn the company’s business products and services, including broadband, managed routers and switches, and IP-PBX/VoIP phone systems and related equipment.
• Strong working knowledge of Microsoft Windows operating systems and applications; PC hardware and peripherals; printers; routers and switches; Ethernet and TCP/IP; networking hardware and topologies; and remote desktop/terminal server technologies.
• Effectively use ticketing, remote-support, programming, configuration, and troubleshooting systems and tools to diagnose, document, and resolve technical issues.
• Program and configure business network and communications equipment, including hosted phone handsets, managed routers, and switches, in accordance with established procedures.
• Analyze technical issues, determine appropriate troubleshooting steps, and identify when escalation or on-site support is required.

Physical Abilities:

• Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks.
• Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision.
• Constantly communicate with customers, coworkers, and internal teams via phone, email, video, and other electronic methods.
• Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision.
• Occasionally move about the workspace to access equipment, materials, and collaborate with others.
• Occasionally lift, carry, or move items up to 10 pounds.
• Occasionally position self to bend, stoop, or reach to perform job tasks.

Working Environment:

• Work is performed in a professional office environment with moderate noise levels. 
• Role requires extended use of computer systems, multiple monitors, and communication tools throughout the workday. 
• Work environment includes frequent interruptions, high call volumes, and time-sensitive tasks with competing priorities.
• May involve limited exposure to varying indoor environmental conditions (e.g., temperature fluctuations, noise, or dust).

Who is FOCUS Broadband?
 

FOCUS Broadband is North Carolina's largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Wireless, Security, and more. 

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County. We are expanding our reach to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland counties. 

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 350 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a "Local Company with Local Priorities."

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive salaries
• 401k company contribution plus a tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees 
• Employer-paid Short-Term and Long-term Disability coverage
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life
• On-site clinic available Monday-Friday
• Wellness Bonus Program - including gym reimbursement 
• Tuition reimbursement
• Generous PTO & paid holidays