Job Purpose
Provide exceptional customer service with high-level support to customers on a variety of issues specializing in troubleshooting the fiber internet, wireless internet, TV, and phone services. Respond to telephone calls and emails relating to Internet, TV, phone, electric, water, and other miscellaneous issues. Track and monitor problems to ensure a timely resolution. Sell and support communication products, have a complete understanding of cycle billing, and provide technical interface with other service departments within the Utility.
Specific Responsibilities
- Troubleshoot customer issues with Communications Utility products and services (email, Internet, TV, phone), promoting communications services.
- Primary point of contact for residential troubleshooting, escalating to HelpDesk Technician II or Help Desk Technician III as necessary, and ensuring problems and solutions are achieved and documented.
- Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls and emails as they relate to services and products provided by the Utility:
- Answer questions and perform business relating to all utilities, including, but not limited to residential applications for service, rates, promotions, policies, and service rules.
- Promote the use of and sell MPW communications services to customers.
- Create service orders for field personnel based on customer needs, calling out personnel depending on the situation.
- Accept payments over the phone and accurately enter the transactions.
Other Responsibilities
- Identify, research, and resolve technical problems, notifying the appropriate department of the issue.
- Interact with other technical areas of the Utility to address customer concerns or identified problems with the network.
- Back up Customer Services Representatives as needed.
- Other duties as assigned.