Business Support Technician - Associate

Job Description

JOB PURPOSE:


Create customer loyalty by delivering high quality support through established processes for commercial customer issues related to Midco Services via all customer interaction types.

KEY FUNCTIONS:

• Serve as the point of contact for the customer to troubleshoot and resolve technical issues through the support of a variety of delivered products and managed services.
• Document each interaction as trained allowing all technicians to have updated customer interaction notes.
• Interact with internal and external customers representing Midco in a professional and courteous manner striving to exercise Trailblazer traits to maximize the customer’s experience.
• Mindful escalations through work orders or Midco Ticketing System incidents for business customers with service changes, trouble calls and disconnects.
• Cross-train as required, developing a broad set of skills to support customer demand while staying current with Midco’s expanding product offering.
• Effectively follow up with customers helping to reduce the amount of effort a customer expends to resolve issues.
• Maintain Customer Service yearly requirements to maintain the ability to interact with all levels of business customers, as defined by management.
• Utilize all forms of communication including, but not limited to, email, chat, and social media posts when interacting with clients.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance and adhere to scheduling as required by your position.
• Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.
• Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all customer interactions.
• Prepare and execute orders as needed in assisting customer including, but not limited to, service changes, trouble calls, downgrades, and disconnects.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Function as an effective customer advocate and team member while supporting the efforts and concepts of other departments.
• Support the mission, vision, and Trailblazer traits of Midco.
• Apply personal ethics, honesty, initiative, flexibility, accountability and confidentiality in all areas of responsibility.
• Lead or assist various internal support projects involving direct customer impact.
• Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards professional and technical growth.
• Possess strong problem solving and decision making skills while using good judgment.
• Multi-task and change from one task to another without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner to build professional relationships with clients, co-workers and management.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma or GED is required.
• Associate’s Degree or Bachelor’s Degree is preferred.
• SCTE BCSS or equivalent technical experience is preferred.
• Strong typing, spelling and communication skills preferred.
• One to three years of previous experience in the telecommunications industry is preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 30 lbs.
• The noise level in the work environment is moderate to loud.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco:

• Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
• Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
• Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

VisitMidco.com/Careersto learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer toMidco.com/Federal Posters.