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Specialist I - Premium Tech Support in Twinsburg, OH at Windstream

Date Posted: 2/12/2021

Job Snapshot

Job Description

Job ID:21000061

Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.

About the Role:

Premium Tech Support Specialists will be responsible for answering inbound customer calls to provide exception support and resolution to technical issues related to hardware, software and network issues for PCs, mobile and other networking devices.

What You'll Do:

  • Resolve hardware, software, and network issues
  • PC Setup, Diagnostic and Tune - Windows and Mac OS
  • Home Networking: Setup, Diagnostic and Security
  • Removal of Virus, Spyware and Security Issues
  • Activation, Install, and Ongoing support of Peripherals, PC, or Network
  • Install and Tutorial sessions for software, peripheral use and PC basics
  • Document incident status and solutions in incident knowledge database

Do You Have?

  • 1-2 years related technical internet troubleshooting experience  
  • Excellent listening, analytical, verbal and written communications skills and interpersonal required. Must be able to easily identify and articulate complex ideas and issues and give clear direction. 
  • Strong Customer Service experience with an emphasis on first call resolution and follow-through 
  • Demonstrates ability to achieve established goals and performance metrics. 
  • Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions 
  • Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. 
  • Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations 
 Even Better:
  • Strong customer service experience
  • Strong communication skills/interpersonal skills.
  • High degree of technical aptitude
  • Fluent knowledge of Internet computer applications
  • Ability to organize calls efficiently and resolves complex customer issues
  • Troubleshooting experience with:
    • Android, Apple, Gaming Consoles, TVs, and Smart Home [Thermostat, Locks, Cameras, Lighting etc.]  Wireless Mouse/Keyboard, Webcams, etc..)
  • Previous experience troubleshooting software and hardware issues
    • Windows and MAC O/S, internet systems, and networking
  • Previous experience working with a contact center management database
  • Previous experience working with a ticketing system
 Our Benefits:
  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance
  • https://windstreambenefits.com

About US:

Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

 

Job Requirements

Minimum Requirements:  

High School diploma or equivalent and 4 years’ experience with 3 years directly related to the job.  College hours or a college degree may be substituted for some experience as deemed appropriate. 

 

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.