Smithville, an established and trusted provider of Internet, Voice, Security, and Enterprise data services, is seeking a Technical Support Specialist. Recognized nationally as a Top 100 broadband provider, we pride ourselves on our ability to provide our customers with excellent customer service and prompt solutions to their needs. While the company has grown to be Indiana’s largest privately held telecommunications company, its core family-focused values make it unique. Smithville maintains more than 3,000 miles of high-capacity fiber in the state of Indiana and a 100 Gigabit fiber ring with full redundancy that serves large-scale businesses and enterprise-level operations.
As a Technical Support Specialist …
You will be the voice of Smithville, fielding real-time customer questions via phone and email. The ideal Technical Support Specialist is empathetic, enthusiastic, solution-oriented, and committed to providing outstanding Smithville customer service every day.
You will deliver the highest level of technical service by assisting our customers in a fast-paced, inbound call center environment. You are an individual who provides excellent customer experiences by actively listening, thinking critically, and making sound decisions. In this position, you will record accurate account documentation because you can multi-task and use multiple computer systems while speaking to customers via the telephone. In addition, you are customer-focused and ensure customer satisfaction with accurate, first-call resolution.
Work Shift
Location
WHAT YOU’LL DO
Under the general supervision of the Technical Support Supervisor, the Technical Support Specialist will spend approximately 65% of the time answering telephones, 20% of the time monitoring and dispatching alarms, 10% of the time on tickets, and 5% of the time responding to email requests.
The Technical Support Specialist is responsible for providing industry leading support to Residential, Business, and Enterprise Voice, Data, and Security customers. The Specialist’s impact is both internal (team member) and external (customer facing).
The Technical Support Specialist will be tasked with special projects. Some examples include job aid and documentation updating, training of new hires, and assisting other departments with customer issues. In addition, the Specialist will make important decisions on a regular basis. Decisions will include but are not limited to: truck roll for customer repair, proper department notification, sending equipment to customers, and proper routing of trouble tickets.
WHO YOU ARE
WE’VE GOT YOU COVERED
ABOUT US
Recognized nationally as a Top 100 broadband (fiber optic internet) provider, Smithville is built from the ground up by Hoosiers, for Hoosiers. An award-winning communications technology company, Smithville had modest beginnings 100 years ago as an Indiana telecommunications company. While its products and services have changed as technology has, its commitment to its customers has remained steadfast. Today, that commitment is reflected in Smithville’s dedication to bringing the best available technology platform to Indiana residents for state-of-the-art communication and data services, all with the highest possible level of customer satisfaction.
Review of employment applications will begin immediately and continue until the position is fill
PI200179568
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