Advanced Technical Support
Position Summary
Advanced Technical Support technicians are experts in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You’ll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. If you’re seeking a dynamic role where you can tackle challenges head-on and be a technical superhero for our customers every day, then this position is tailor-made for you!
Key Responsibilities:
- Ensuring swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else.
- Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting.
- Empowers customers by offering insights into products and services that align with their specific technical requirements.
- Thrives in a dynamic, high-volume environment, adept at swiftly adjusting to changes.
- Vigilantly monitors for emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution. Quick fixes mean fewer affected customers!
- Maintains regular, reliable, and punctual attendance.
- Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary.
Measuring success
- Effective and timely resolution of customer reported technical support matters measured by first call resolution, repeat incidents, call answer and abandonment rates.
- Effective longer-term improvement in service reliability measured by reduction in incoming customer reported trouble tickets.
- Contributing to and developing a performance and results oriented culture.
- Behaviors that are aligned with and strengthen company values.
Experience and qualifications
- Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/Internet sector.
- Two or more years of proven customer service experience.
- Exceptional telephone etiquette is essential.
- Proficiency in both phone and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities.
- Aptitude for grasping and comprehending the company’s range of products and services.
- Familiarity with prevalent PC and MAC Operating Systems.
- Broad understanding of voice services, cable TV, and data technologies.
- Capable of interpreting and executing instructions provided in written, oral, or diagrammatic formats.
- Skill in resolving challenges within predefined scenarios that involve multiple variables.
- Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve issues.
- Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives.
- Must meet the requirements to be insured under the company policy.
What do our employees love about Lightcurve?
- The excitement of a quickly growing and innovative industry
- Helping customers find solutions to their service needs, improving the way they work and play while connected to our services
- Constant opportunities to learn and grow as individuals and with a team
- A truly fun and hard-working culture
- Medical, dental and vision insurance
- Optional supplemental insurance programs
- 401K + 6% match
- Access to Employee Assistance Programs
- 4 weeks per year Paid Time Off (prorated & accrued)
Compensation
The compensation for this position is $20.35/hr.
To apply, please email your resume to careers@rainierconnect.net and reference Advanced Technical Support in the subject line.
Lightcurve, formerly Rainier Connect is an Equal Opportunity Employer.
About Lightcurve (formerly Rainier Connect)
Lightcurve (formerly Rainier Connect) is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). This investment will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.
To Apply
By Mail: Resumes & Cover Letters can be mailed to:
Human Resources
Rainier Connect
2516 Holgate St.
Tacoma, WA 98402
By E-mail: Resumes & Cover Letter can be e-mailed to:
About
Lightcurve
Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.
Lightcurve is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.
