Job Description
Join our team in Ellendale, Lisbon or Oakes. Office/remote rotation possibilities can be discussed following the training period.
Technical Support Analyst
Position Title: Technical Support Analyst
Department: Customer Care
Reports To: Technical Support Supervisor
FLSA Status: Non-Exempt
General Summary:
The Technical Support Analyst will provide customer service and technical support to DRN customers for all DRN services; including (but not limited to) internet, Wi-Fi, video, security and surveillance, voice services, and computer repair. The successful candidate will demonstrate excellent customer service skills, detailed knowledge of company services and systems as well as the aptitude to develop efficient troubleshooting skills. Applicants should be familiar with current internet technologies such as browsing and searching Internet and using email.
Essential Job Functions:
- Providing support and service to customers through excellent interpersonal, written, and oral communication skills
- Provides technical support to customers by answering phone calls, gathering relevant information and troubleshooting and resolving problems and issues.
- Research complex problems and issues to determine solutions
- Updates customer account information as appropriate
- Demonstrating excellent listening skills and the ability to ask probing questions, and understand concerns to reach a mutually beneficial resolution.
- Having a strong work ethic and be a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
- Performs all other duties as assigned
Knowledge, Skills, and Abilities:
- Knowledge of company policies, procedures, products and services.
- Knowledge of company safety policies and procedures.
- Demonstrate competency in using a personal computer.
- Demonstrate keyboarding (typing) competency
- Demonstrate competency using Microsoft Office products including Word and Excel.
- Demonstrate competency using DRN corporate email
- Demonstrate competency using Metaswitch phone system and voice mail
- Demonstrate knowledge of proper phone etiquette
- Demonstrate ability to communicate well with a positive & friendly manner both orally and in writing
- Demonstrate the ability to accept responsibility for and work under occasional stressful situations with frequent interruptions
- Demonstrate desire to learn new skills as technologies change
- Demonstrate the ability to multi-task
- Demonstrate ability to perform computer repair and maintenance at customer’s location or in our office to ensure their equipment is functioning properly and efficiently
- Ability to maintain and upgrade computer hardware and software, performing malware removal, ordering/installing/configuring new computers and home electronics for customers
- Understand use and need for anti-virus software and anti-spam software such as Webroot, Norton Antivirus and McAfee software
- Demonstrate familiarity with Internet browsers such as Microsoft Edge, Internet Explorer, Google Chrome and Firefox
- Basic knowledge of DSL and fiber technologies
- Basic knowledge of networking, wireless and security technologies
- Regular, reliable, consistent and punctual attendance is required
- Ability to maintain a valid driver’s license and drive to customer locations
- Perform other duties and responsibilities as required to fulfill job function or as assigned
Education and Experience:
- Minimum of an Associates degree and/or two (2) to three (3) years of related work experience. Two (2) year technical degree preferred
- 2 years of experience in computer and laptop repair
- Must have (or obtain within 1 year) entry-level certifications along with the ability to obtain additional professional certifications as the business need dictates
- A+ or MCSA: Windows 10 certification required within 1 year
- Suggested skills include
- Understand DRN’s physical network
- Understand iVUE
- Understand CMS
- Understand ConnectWise
- Understand MetaSwitch
- Understand ReadiTech Managed Services
Physical Requirements:
PHYSICAL REQUIREMENTS
0-24%
25-49%
50-74%
75-100%
Seeing: Must be able to read computer screen and various reports. 75-100%
Hearing: Must be able to hear well enough to communicate with customers and business contacts. 75-100%
Standing/Walking: 0-24%
Climbing/Stooping/Kneeling: 0-24%
Lifting/Pulling/Pushing: 0-24%
Fingering/Grasping/Feeling: Must be able to write, type and use phone system. 75-100%
Working Conditions:
This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.
Good working conditions with the absence of disagreeable conditions.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.