Job Description
Job Description
ABOUT THE JOB
Technical Support Tier 1 under general supervision will provide technical software, hardware and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues.
ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES
- Identify and interpret customer needs and determine appropriate action.
- Perform Support for a variety of DSL/FTTH/VOICE solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.
- Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility and obsessive attention to detail.
- Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution.
- Monitor open trouble incidents and ensure timely resolution.
- Manage field service technicians through resolution of customer trouble ticket.
- Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
- Notify Tier 2 Support of any potential problems or areas of concern.
- Participate in the on-call rotation as agreed by the Support Team.
- Other duties as assigned.
- Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.
QUALIFICATIONS
- High School, Vocational, or applicable short course diploma.
- 2 to 4 years of experience working in a Help Desk/Tech Support position.
- Working knowledge of various operating systems, routers, and customer premise equipment.
DESIRED QUALIFICATIONS:
- Microsoft, A+, or MCP certification.
- Cisco CCNA certification.
SPECIAL REQUIREMENTS:
- Flexible Shift Schedule.
- On Call Rotation.
SAFETY EXPECTATIONS
- Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.
ENVIRONMENTAL / WORKING CONDITIONS
- Work is primarily performed in a professional office environment.
- Occasional business travel may be required based on business needs.
PHYSICAL REQUIREMENTS
- Ability to perform the essential functions of the position with or without reasonable accommodation.
- Requires the ability to communicate effectively and utilize standard office technology and equipment.
- May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.
Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.