Customer Support Specialist I (Bilingual - Spanish)

OzarksGo, based in Fayetteville, Arkansas, is a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.

Qualifications

• High school diploma or equivalent
• Two plus years' experience in customer service and/or technical support
• Call center experience and providing reliable support to customers over the phone is a plus
• Valid driver's license without violation, which would prohibit insurability

Responsibilities

• Supports all aspects of the subscriber experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service
• Promotes a positive subscriber experience through ongoing and effective communication with employees, subscribers, contractors, vendors, and partners
• Provide exceptional technical assistance to customers facing issues related to fiber-optic internet services, including connectivity, speed, and equipment-related problems
• Diagnose and troubleshoot technical issues, working towards a timely and effective resolution
• Communicate with customers professionally and courteously, while clearly explaining technical concepts to ensure customer satisfaction
• Maintain detailed records of customer interactions, technical issues, and resolutions
• Collaborate with Tier I support and escalate issues to higher levels of support or other departments when necessary
• Review and prioritize incoming tickets based on urgency and impact on the customer's services
• Use technical expertise to troubleshoot and diagnose problems
• Stay updated on the latest technologies, products, and services related to fiber-optic internet
• Perform other duties as assigned to fulfill the objectives of OzarksGo and this position
• Maintains great relations with vendors, contractors, subscribers, customers, and the general public
• Operates standard office equipment including voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine
• Effectively present information orally and in writing
• Handle money and apply money or credit to subscriber accounts efficiently and accurately
• Meet deadlines under pressure
• Deal with a variety of people in varying situations with tact and diplomacy

Schedule

• Normal workweek is 40 hours but must be available for call-out during emergency situations
• Some irregular hours may be required
• Occasional day travel for training or various errands
• Rotates on and off an on-call schedule
• Available for occasional scheduled after-hours training

Physical Requirements

• Mainly requires sitting to complete work with a computer and telephone
• Some walking and standing required
• Occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds
• Visual and audio acuity is essential

Benefits

• Comprehensive benefits package
• Competitive wages
• Fully paid medical and dental coverage for both you and your dependents
• 401(k) plan with robust employer matching contributions
• Paid time off
• Nine paid holidays
• Paid parental leave
• Disability benefits
• Life insurance
• Tuition reimbursement