[Remote] Technical Support Advisor (Remote-US)

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

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