Experienced Technical Support Advisor – Remote Customer Service and Troubleshooting Expert for Telecommunications Industry

Introduction to TDS Telecom TDS Telecom is a leading provider of high-speed internet, TV entertainment, and phone services to small to mid-sized urban, suburban, and rural communities throughout the United States. With a mission to create a better world through its communications services, TDS Telecom is powered by fiber-optics and new industry-leading technologies, delivering up to 8 Gigabit internet speeds and offering internet-protocol based TV entertainment solutions along with traditional phone services. As a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], TDS Telecom employs 3,400 people and is committed to providing exceptional customer service and support to its 1.1 million connections. Job Overview We are seeking an experienced Technical Support Advisor to join our team in a 100% remote work-from-home position. As a Technical Support Advisor, you will be part of our Contact Center Team that provides 24/7/365 support to TDS customers. You will be responsible for providing exceptional customer service and technical support to our customers, troubleshooting and resolving technical issues, and educating customers on our products and services. If you have a strong technical background, excellent customer service skills, and a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Key Responsibilities Provide first contact support for small and large business voice, video, data, and premium commercial product issues Demonstrate exceptional customer service skills to exceed customers' expectations and minimize escalations Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer's trouble Assist customers with internet configurations and settings Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets as needed until the issue is resolved Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, achieving our service level requirements Maintain knowledge of relevant TDS product offerings and technology Respond, troubleshoot, and if necessary, generate a trouble ticket for residential, small, and large business voice, data, and premium product issues Essential Qualifications 1+ year of customer service, help desk, troubleshooting, or call center experience Must follow the TDS attendance guidelines to meet TDS's business needs, including but not limited to our obligations to our customers and to our customers' needs Preferred Qualifications Advanced troubleshooting skills related to telephony and data products Understanding of the telecommunication industry Understanding of telecommunication products and services Problem-solving skills (i.e., customer complaint handling, problem identification, escalations) Experience with ACD, trouble ticketing systems, billing systems, plant records, or inventory systems, as well as software skills in business applications, such as spreadsheets, database applications, and word documents Ability to adhere to schedule Skills and Competencies Illustrated diplomacy, tactfulness, and empathy when dealing with customers Exemplified ability to defuse escalations and high-tension situations Well-developed ability to appease customers experiencing service outages and difficulties Ability to listen actively and ask clarifying questions to seek understanding Experience going above and beyond duty to delight customers Must have a genuine drive for customer satisfaction and retention Skills in troubleshooting, solving problems, and root cause analysis Excellent organizational and time management skills, with the capability to manage own workload while meeting team goals and business needs of the company Proven aptitude to work well in a team or independently with minimum supervision Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment Career Growth Opportunities and Learning Benefits At TDS Telecom, we are committed to providing our employees with opportunities for growth and development. As a Technical Support Advisor, you will have the opportunity to develop your technical skills, enhance your customer service skills, and advance your career within the company. You will also have access to training and development programs, including remote training, to help you succeed in your role and achieve your career goals. Work Environment and Company Culture TDS Telecom is a dynamic and innovative company that values its employees and is committed to providing a positive and supportive work environment. As a remote employee, you will be part of a virtual team that is dedicated to delivering exceptional customer service and support. You will have the opportunity to work with a diverse group of people, collaborate with other teams, and contribute to the company's mission and values. Compensation, Perks, and Benefits We offer a competitive salary of $18.50 per hour, as well as a range of benefits, including medical, dental, vision coverage starting on day 1 of employment, an excellent 401k plan, and paid time off benefits such as vacation and sick leave. You will also have access to discounts on TDS services, tuition assistance, and other perks. We believe in recognizing and rewarding our employees for their hard work and contributions to the company. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity. As a Technical Support Advisor at TDS Telecom, you will have the opportunity to develop your skills, advance your career, and contribute to the company's mission and values. Don't miss out on this chance to join our team and take your career to the next level. Apply today! Apply for this job