Technical Support Representative - Tier 2

WATCH Communications is actively recruiting to fill 2 open positions on our Tier 2 Technical Support team. One opening for each of the following shifts: Tier 2 Tech — Saturday-Wednesday | 8am-5pm Tier 2 Tech — Sunday-Thursday | 11am-8pm

JOB TITLE

Tier 2 Technical Support Representative

GENERAL JOB OVERVIEW A

Tier 2 Tech Support Representative will work alone and as part of a team to answer customer calls, and manage responses to customer tickets with the sole goal of providing a solution to problems and issues. Tier 2 technical support is responsible for maintaining our companies' reputation by providing excellent customer service, technical support, and implementing actual solutions to technical problems and customer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answer customer calls quickly and efficiently while maintaining quality and solution implementation Solve problems quickly by using the problem-solving process, process of elimination, and general knowledge of how the internet works Remain calm at all times, smile, and share joy through having a positive attitude Respond quickly to customer tickets and use email and phone communication to gather information, record details, and implement solutions Communicate with customers while getting a direct understanding of what the actual root problem is, determine the possible cause(s), and implement solutions Communicate and work as part of a team, sharing information, learning from each other, and maintaining the common goal of solving customer problems quickly and efficiently Work with Tier 3 teams and Network Operations to communicate and escalate networking and outage issues quickly Self-manage a steady workflow effectively and efficiently

COMPETENCIES

Great communication with others both verbal and non-verbal Ability to both work well in a team and alone to solve problems and gain and share knowledge Proficient with networking and wireless technologies Good note taking and documentation skills Good active listening skills excellent problem- solving capabilities Logical and critical thinking Ability to handle stressful situations and tense discussions Ability to control emotions during stressful situations maintain calm Fluently speak English Positive attitude Self-motivated

REQUIRED EXPERIENCE AND EDUCATION

High School Diploma or GED Understanding of internet networking, wireless technologies, and routing Associates Degree in Network Administration preferred

WORK ENVIRONMENT

Office

PHYSICAL DEMANDS

Sitting for extended periods of time.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Experience:

Technical support: 1 year (Preferred)

Language:

English (Required) Ability to

Commute:

Fort Mitchell, KY 41017 (Required)

Work Location:

In person