Customer Support Specialist I

Customer Support Specialist I

OzarksGo, based in Fayetteville, Arkansas, a telecommunications subsidiary of Ozarks Electric Cooperative, offers all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. Ozarks provides its employees a comprehensive benefits package that includes competitive wages, fully paid medical and dental coverage for both you and your dependents, a 401(k) plan with robust employer matching contributions. Additionally, we provide paid time off, nine paid holidays, paid parental leave, disability benefits, life insurance, and tuition reimbursement.

This position is for the following schedule, Monday - Friday; 12pm - 9pm.

Job Qualifications

Education : Requires high school diploma or equivalent.

Experience : Two plus years' experience in customer service and / or technical support. Call center experience and providing reliable support to customers over the phone is a plus.

Major Job Tasks

• Supports all aspects of the subscriber experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service.
• Promotes a positive subscriber experience through ongoing and effective employee / subscriber / contractor / vendor / partner communication.
• Provide exceptional technical assistance to customers facing issues related to fiber-optic internet services, including connectivity, speed, and equipment-related problems.
• Diagnose and troubleshoot technical issues, working towards a timely and effective resolution.
• Communicate with customers professionally and courteously, while clearly explaining technical concepts to ensure customer satisfaction with the provided solutions.
• Maintain detailed records of customer interactions, technical issues, and resolutions.
• Collaborate with Tier I support and escalate issues to higher levels of support or other departments when necessary.
• Review and prioritize incoming tickets based on urgency and impact on the customer's services. Use technical expertise to troubleshoot and diagnose the problem.
• Stay updated on the latest technologies, products, and services related to fiber-optic internet.
• Performs other duties as assigned to fulfill the objectives of OzarksGo and this position.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities. The Customer Support Specialist I may be required to perform any other duties assigned to fulfill the objectives of OzarksGo.

External Relationships

Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position.

Other Requirements

Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine. Must have a valid driver's license without violation, which would prohibit insurability. Effectively present information, orally and written. Requires efficient and accurate handling of money and applying money or credit to subscriber accounts. Ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.

This position is performed in a call center environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required. This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.

Physical Requirements

This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and / or carrying and / or pushing / pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. OzarksGo, LLC, is an EOE / AA / W / M / VETERAN / Disability employer.