Technical Support Advisor

Overview

TDS Telecom is seeking Technical Support Advisors to join their team. This is a 100% remote work from home position in any of the 40+ US states in which TDS has a presence. They will provide the equipment!

Responsibilities

• Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues.
• Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble.
• Aid customers with Internet configurations and settings.
• Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
• Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Maintain knowledge of relevant TDS product offerings and technology.
• Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues.
• This may include the following tasks: Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
• Educate customers in order to reduce repeat customer calls.
• Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate.
• If necessary, escalate to the next level of support.
• Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team.
• Participate in project team initiatives and subject matter expert tasks.
• Application testing.
• Aid management with technical training.
• Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
• Knowledge Base and process document enhancement recommendations.
• Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions.

Qualifications

• 1+ year customer service, help desk, troubleshooting or call center experience.
• Must follow the TDS attendance guidelines in order to meet TDS’s business needs, including but not limited to our obligations to our customers and to our customers’ needs.

Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs
• Discounts on TDS services
• Tuition assistance after working with TDS for 1 year

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

About TDS Telecom

TDS Telecom is dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities.