POSITION

Easton Velocity Technical Support Trainee

REPORTS TO

Supervisor of Technical Support

JOB OBJECTIVE

Provide Easton Utilities Internet and cable customers with consistent and dependable technical support. This is a full-time, non-exempt position with a rotating schedule.

JOB REQUIREMENTS

• Must have well developed analytical, interpersonal and communication skills.
• Ability to work under continual deadlines with exceptional attention to details.
• Must successfully complete Jones/NCTI Customer Service course within 6 months of start date.
• Must successfully demonstrate the ability to verbally support cable TV, internet, and voice customers to resolve issues.
• Familiarity with Windows, Mac, Android, iOS operating systems, associated email clients and working knowledge of VoIP, is a plus.
• Must be able to communicate effectively with the public and possess friendly, courteous, and helpful attitude.
• Must have a valid driver's license.

EDUCATION REQUIREMENTS

Must have high school diploma or equivalent

CORE VALUES OF EASTON UTILITIES

INTEGRITY

• Operating with uncompromised values

COMMITMENT

• Unwavering dedication to our customers, our employees, our community, and our environment

EXCELLENCE

• An obvious distinction in all we do

CORE COMPETENCIES

ACCOUNTABILITY

• Accountable for measurable, high-quality, timely, and cost-effective results.

INITIATIVE

• Takes prompt action to accomplish tasks and meet goals and objectives.

QUANTITY/QUALITY

of WORK

• Pays close attention to detail. Strives to achieve accuracy and consistency in all tasks.

CUSTOMER FOCUS

• The ability and willingness to find out what the customer wants or needs and to act accordingly. Dedicated to meeting external and internal customer needs.

SAFETY ORIENTED

• Knows and supports Easton Utilities safety programs and policies

JOB RELATED COMPETENCIES

TECH SAVVY

• Anticipates the impact of emerging technologies and makes adjustments; scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.

ORAL COMMUNICATION

• The ability to express oneself clearly in conversations and interactions with others.

COOPERATION

• The ability to work effectively with others in order to achieve a shared goal
• even when the object at stake is of no direct personal interest.

SELF-STARTING ABILITY

• The ability to find your own motivation for accomplishing a task, and the degree to which you will maintain this course in the face of adversity.

MAJOR JOB FUNCTIONS

• Assist customers and troubleshoot internet related problems. This includes but is not limited to email clients, web browsers, operating systems, etc.
• Assist customers and troubleshoot VoIP issues. This includes but is not limited to call quality, voicemail, etc.
• Assist customers and troubleshoot cable TV problems. This includes but is not limited to picture and sound quality, inputs, remotes, etc.
• Maintain detailed documentation of customer interaction through the Velocity Trouble Tickets, Outage Management System and Customer Summary.
• Develop a strong understanding and utilize the tools provided to manage customer accounts and connections.
• Provisioning and installation of cable modems, MTAs and routers.
• Regular, reliable attendance is a requirement of this job.