Technical Support Representative

Details: JAB Broadband/Digis/Skybeam is a fast growing Company, comprised of one of the nation’s largest fixed wireless broadband service providers. We provide wireless broadband internet and digital voice telephone service to residential and business customers in Colorado, Wyoming, Utah, Idaho, Illinois, Texas and Oklahoma.  Utilizing the latest wireless technology, JAB’s network provides exceptional performance, security, and reliability – all at low everyday prices.Listed below is the job description for our Technical Support Representative position.  This position offers a competitive rate and benefits package which includes Paid Time Off and healthcare coverage. The Colorado Call Center is operated M-F 7:00 am to 10:00 pm and Sat-Sun 9:00 am to 5:30 pm.  Preferences are considered but schedules are subject to change based on business needs.General SummaryThe Technical Support Representative – Residential position performs a variety of Call Center tasks including diagnosing and troubleshooting Internet connections, Email, Voice over Internet Protocol (VoIP) and Web Hosting services for residential customers. This position performs a variety of project tasks and requires excellent communication skills with the ability to work with users diplomatically and skillfully. The Technical Support Representative – Residential position may interface directly or indirectly with customers and the majority of communication will be over the phone or via Email. Essential Duties and Responsibilities Adhere to the Call Center Attendance Policy, Call Center Time Off Policy, Call Center Activities Policy and Call Center Agent Targets Policy; understand that punctuality and consistent attendance is required in order to address customer needs Provide technical support for VoIP, Internet, Web Hosting services, Email, Ethernet connections, Digital Subscriber Line (DSL) and Dial-Up; resolve end user home network issues and work with home routers Use proper judgment to set up onsite service calls as needed Collaborate with Supervisors to fulfill Call Center functions as needed, including but not limited to billing and sales Log and track calls using a problem management database; maintain historic records and related problem documentation; create service call requests via ticketing system Process terminations in multiple systems, issue credits for services not used and schedule uninstalls to retrieve equipment Respond and process customer billing inquiries received via telephone, voicemail, Email and in person Process Automated Clearing House (ACH) and credit card payments to customer accounts Conduct outbound collection calls on a regular basis Process telephone and Email requests for service changes, account research and customer information Update and maintain customer files with accurate Email addresses, credit card information, physical addresses and contact names Understand and follow Company guidelines regarding private customer information Process VoIP additions, cancellations and reconciliations of active customers Communicate and liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions, tower volume and repeated customer complaints Work requires weekend and/or evening work and some travel may be required Other Duties and Responsibilities Additional responsibilities and duties as assigned Supervisory Responsibilities  No direct reports

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