Careers

TECHNICAL 1 & 2 SUPPORT REPRESENTATIVE

Our growing organization offers dynamic opportunities for a Technical Support Representative with advanced computer troubleshooting skill sets. Work with a dedicated team to resolve service issues, create customer relationships and increase customer retention. You will directly interface with management and have the opportunity to impact department processes. A natural balance of attention to detail and ability to multi task will help you fit in with our culture.

Position Requirements:

  • Respond to in-bound and out-bound Technical support and customer service requests via phone, chat, email and fax.
  • Respond to technical questions; provide technical support with strong emphasis on “one-touch” resolution, escalation of problems to management when required.
  • Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources and applying solutions in accordance with established guidelines.
  • Analyze new service requests to determine acceptability for installation.
  • Respond to customer inquiries on new sales, services or billing issues.
  • Initiate new account set-up and schedule installer appointments.
  • Document all customer activity in various software applications.
  • Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.
  • Resolve routine billing issues, process credit card transactions or echeck billing.
  • Maintain working knowledge of all company products, services and promotions.
  • Maintain working knowledge of all software applications.
  • Interface with key departmental individuals for problem identification and resolution.
  • Work with field installers for appointment completion and customer communication.

Skill Requirements:
(Technical skills):

  • Advanced computer troubleshooting skill sets – willingness to enhance these skills as required.
  • General understanding of wired and wireless networking.
  • General understanding of how the Internet Protocol Suite layers function together.
  • Attempt to resolve technical issues internally prior to escalating for further technical support.
  • Willingness to learn product and technical data as required to support and grow position.
  • Strong technical resolution skills with ability to communicate issue effectively with customer.

Skill Requirements:
(General Skills):

  • Positive attitude, strong work ethic with exceptional communication and relationship building skills.
  • Ability to take control of difficult situations and communicate in a calm professional manner.
  • Answer moderate to heavy level of in-coming calls; make outbound follow-up calls.
  • Clearly identify and document account issues according to department procedure.
  • Ability to work with minimal direction while promoting an open flow of information and communication.
  • Adjusts to changes in priorities and manages time effectively.
  • Strong multi tasking capabilities.
  • Ability to work under pressure to meet deadlines.
  • Ability to make proactive soft sale calls to prospects as required.
  • Ability to identify potential critical customer issues and notify supervisory team in a timely fashion.

Experience Requirements:

  • 2-5 years technical support and customer service experience.
  • Exceptional typing, computer, communication skills.
  • General understanding of wired and wireless networking.
  • Word/Excel/Outlook/Other operating systems/Windows and Google Earth

Shift Opportunities:
8am-5pm / 9am-6pm / 10am-7pm and/or flex options

Compensation and Benefits:
Omnicity will reward your talents with a competitive salary based on your past experience and skills. You will also receive a benefit package that includes medical insurance, 401k, paid vacation & holidays.

Please submit resume to: HR@Omnicity.net.