Note: The job is a remote job and is open to candidates in USA. TDS Telecom is currently seeking Technical Support Advisors to join their team. The role involves providing 24/7 technical support to TDS customers across various products, requiring strong technical skills and a customer-focused approach.
Responsibilities
- Provide first contact support for small & large business voice, video, data, and premium commercial product issues
- Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues
- 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, thus 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. This may include the following tasks: Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
- Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc
- Educate customers in order to reduce repeat customer calls
- Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
- Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
- Participate in project team initiatives and subject matter expert tasks Application testing
- Assist management with technical training
- Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc
- Knowledge Base and process document enhancement recommendations
- Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs
- Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions
Skills
- 1+ year customer service, help desk, troubleshooting or call center experience
- Must follow the TDS attendance guidelines in order to meet TDS's business needs, including but not limited to our obligations to our customers and to our customers' needs
Benefits
- Medical, Dental, Vision coverage starting on day 1 of employment!
- Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
- Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
- Discounts on TDS services
- Tuition assistance after working with TDS for 1 year
- Life Insurance
- Generous Vacation & Paid Sick Leave
- Seven Paid National Holidays & One Floating Holiday
- Paid Parental Leave (6 weeks after 12 months of employment)
- Adoption & Surrogacy Assistance
- Employee Assistance & Wellness Programs
- Short-Term & Long-Term Disability
- TDS Service Discounts
- Education Assistance
- Paid Volunteer Time
Company Overview
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. It was founded in 1969, and is headquartered in Madison, WI, US, with a workforce of 1001-5000 employees. Its website is http://www.tdstelecom.com.Company H1B Sponsorship
TDS Telecommunications LLC has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2023, 2 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.