Technical Support Specialist

About the role

Great Plains Communications is seeking an experienced Technical Support Specialist in the Blair, NE / Omaha Metro area to provide an escalated level of technical support for the Internet and Voice lines of business. This role serves as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians and communicates with the GPC Service Assurance team regarding widespread residential service outages. The Specialist identifies areas for improvement in Tier 1 troubleshooting and provides procedures and training as required.

Responsibilities

• Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems.
• Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.
• Provides end-to-end resolution of all escalated tickets in a timely manner.
• Answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services.
• Creates internal trouble tickets routed to local technicians when required.
• Monitors ticket close times to assure prompt resolutions.
• Performs prescribed troubleshooting techniques to resolve customer service problems efficiently and effectively.
• Follows appropriate processes for problem documentation, assignment, escalation, and tracking.
• Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc.
• Checks Internet voice messages and email periodically and works on reported problems or assigns tickets appropriately.
• Answers calls and interacts with all customers in a friendly and professional manner.
• Interacts with GPC field personnel to provide resolution to customer-related Internet service problems.

Requirements

• High school graduate or equivalent.
• Additional technical training.
• 2 years’ experience with Internet-related computing systems (PCs and servers) and IP networks.
• Experience in a multi-faceted network (Voice, Video, Data).
• 6+ months experience in a customer service environment.

Benefits

We offer a competitive wage and a comprehensive benefits package. Our culture is focused on professional growth, and we are a premier fiber-driven technology provider with a 19,000-mile network delivering reliable solutions to nearly 200 communities.