Technical Support Representative

Technical Support Representative

D & P Communications has an immediate opening for a full-time Technical Support Representative. Responsibilities include serving as the first point of contact for customers seeking technical assistance over the phone, email, chat, and in person. Perform troubleshooting through diagnostic techniques and by asking pertinent questions. Determine the best solution to trouble reports using correct internal systems and processes. Effectively lead the customer through the problem-solving process, maintaining a professional and courteous phone manner. Provide accurate information to customers about services and timelines, properly setting expectations. Record events and ongoing issues in trouble ticket logs. Close out issues by updating customer status and systems information. Provide customer feedback and notice of ongoing issues to team and management. Participate in the provisioning and configuration of customer equipment and server profiles, as well as information upkeep, across all technologies.

Qualifications, Experience and Training: Proven experience as a helpdesk technician or another IT customer support role preferred. Demonstrable technical ability with a working knowledge of internet technologies and best practices. Understanding of computer systems, devices, and how Internet and telecom services are deployed and maintained. Willingness to learn and expand knowledge to provide IT support in the areas of Cable/Video, Internet, and Voice services, as well as Managed IT services. Ability to efficiently diagnose and resolve complex technical issues. Excellent verbal and written communication skills. Customer oriented. Training/Experience in an IT related field preferred. Physical Requirements include the ability to occasionally push/lift 25+ pounds. Occasionally ascend/descend a ladder to adjust equipment. Bending at the waist, sitting, kneeling, climbing, walking, crouching, and reaching overhead as job may require. Regularly required to sit, use repetitive motion, type, and communicate over the phone and in person. Must have a valid driver's license.