Technical Support Representative

General Summary:

Twin Lakes Communications is seeking an energetic, customer-oriented individual for a full-time Technical Support Representative position to provide help desk support to our valued customers. This position provides the first level technical support in a collaborative work environment. This position will work directly with customers to provide technical support and problem resolution using various means of communication such as phone calls, e-mail, and chat. This is a call center environment requiring professional level customer service. Technical Support Representatives may be required to work evenings, weekends, holidays, and to be on-call as scheduled.

Functions of the Position*:

·         Provide technical assistance to answer questions or resolve problems using various communication methods.

·         Assist with installation and testing of customer premise equipment using various communication methods.

·         Utilizes team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues.

·         Monitors Network Management Systems to proactively identify and resolve network issues.

·         Performs all record keeping functions as directed.

*Functions and abilities listed are not all inclusive of the job description.

Requirements

·         Must possess a High School diploma or equivalent. Candidates possessing IT certifications and technical support experience are preferred.

·    Possess comprehensive knowledge of personal computer uses and basic IT concepts.

·         Proficient in using and supporting common IT related systems, including various versions of Microsoft Windows, Office, macOS, mobile devices, networking components, remote access software, and antivirus software.

·         Must be able to work days, evenings, weekends, or holidays as scheduled.

·         Must be able to work be on call as necessary.

·         Must be an adaptive problem solver with well-balanced technical experience.

·         Must possess strong oral/written communication.

·         Must be a team player within the organization.

Benefits

Medical and dental insurance

Matching 401k

Paid Time Off