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Technical Solutions Advisor
Technical Solutions Advisorepb, Inc. • Chattanooga, TN, US
No longer accepting applications
Technical Solutions Advisor

Technical Solutions Advisor

epb, Inc. • Chattanooga, TN, US
23 days ago
Job type
  • Permanent
Job description

The Technical Solutions Advisor is responsible for thefunctions necessary to perform analysis and troubleshooting via telephone,email, and web chats for voice, video, and internet services. The focus is on100% customer satisfaction, demonstrated through talking and responding tocustomers, clients, contractors, and vendors about products and resolving theirissues and / or problems. Technical Solutions Advisors are considered disasterrecovery employees and, as such, may be required to work periodically from homeand must meet requirements of the "Work at Home Call Center Policy."If the Technical Solutions Advisor meets corporate and departmental guidelines,this position qualifies for a work-from-home arrangement.

DUTIES AND RESPONSIBILITIES

  • Provide support to operations with day-to-daymaintenance issues. Escalate real-time complex technical issues to theappropriate party only after exhausting all means of handling within andconsidering the company's financial impact.
  • Coordinate the clearance and correction oftrouble for RF, IPTV, streaming video, internet access, fixed wireless, andtelephone services.
  • Communicate with customers using in-depthinterviews to solve service issues.
  • Work continuously on a task until completion orreferral to third parties if appropriate. Follow up and be sure issues areresolved and the customer is satisfied.
  • Prioritize and manage several open issues viadifferent media at one time.
  • Process trouble reports using appropriatesystems with accurate documentation of customer interaction and the engagementof internal and external support teams as necessary.
  • Support new applications.
  • Communicate effectively with other TechnicalSolutions Advisors, departments, and customers regarding the disposition andstatus of trouble.
  • Identify and troubleshoot recurring problems tofind permanent solutions.
  • Position EPB and our broadband partners as aprovider of choice.
  • Available to work any assigned shift in a24 / 7 / 365 call center work environment. Available to work at least 70% of thetime when asked.

EDUCATION AND EXPERIENCE

  • Any combination of education and work experienceequivalent to graduation from high school and / or any other combination ofeducation, training, or experience that provides the required technicalknowledge, skills, and abilities.
  • 1 year of related experience or training in atechnical environment.
  • Excellent customer service, oral & writtencommunication, interpersonal, problem-solving, and teamwork skills.
  • Working knowledge of standard residentialhardware, including but not limited to residential-grade tablets,laptop / desktop hardware, video streaming technologies, smart TVs, securitycameras, printer connectivity, etc.
  • Working knowledge of standard residentialoperating systems (current and recently obsolete), including Microsoft Windows,Apple OS, and various mobile OS
  • Microsoft Excel basic skill in cell formatting,simple equations, protecting cells and worksheets from accidental changes, andefficient data entry for repetitive action.
  • Other commonly used commercial products(including Microsoft Office), strong Microsoft Outlook skills.
  • Antivirus Software – familiarity with thefunction and operation of popular antivirus software suites.
  • Task-focused and capable of acceptinginterruptions, prioritizing changes, and completing tasks in a timely anddetail-oriented manner.
  • Strong working knowledge of common technicalissues to offer support when needed.

    • CERTIFICATIONS & OTHER REQUIREMENTS

  • Possess and maintain a current, valid driver'slicense in state of residence and demonstrate safe and responsible operation ofmotor vehicles.
  • Task-focused and capable of acceptinginterruptions, prioritizing changes, and completing tasks in a timely anddetail-oriented manner.
  • Self-motivated with a can-do attitude.
  • Ability to demonstrate professionalism andoptimism via verbal communication with peers and end-users.
  • Ability to show technical knowledge throughpre-employment assessments.
  • Ability to adapt to new procedures with minimalinterruption.

    • PHYSICAL DEMANDS

  • The work environment typically represents astandard office setting.
  • Work day and night, including weekends.
  • Communicate effectively for long hours.

    • May perform other duties asassigned. All employees, under their job duties, should demonstrate thebehaviors of Professional Empowerment and comply with all EPB policies,standards, and guidelines.

    EPB provides electric andcommunications services, which are considered critical infrastructure by theDepartment of Homeland Security. This EPB job is essential to support thiscritical infrastructure and may be required to work onsite or in the field tomaintain these services.

    ABOUT THE SELECTION PROCESS

    Phase 1 : Apply at epb.com / careers.

    Phase 2 : Application evaluation by our recruiting team.

    Phase 3 : Phone conversation with recruiter and technical assessment.

    Phase 4 : Virtual panel interview with recruiter and hiring manager(s).

    BENEFITS

    You'll enjoy competitive compensation including outstanding benefits and perks that fit your life, including :

  • Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
  • Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
  • Funding a Financial savings program that helps you plan your future - 401K

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    Technical Advisor • Chattanooga, TN, US