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Title

Representative I (Technical Support) 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Under general supervision, in a 24/7 in-bound call center environment, provides quality phone technical support for all inbound customers on all Telephony and Security service offerings. Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships. Troubleshoots and properly researches all Telephone and Security customer issues, properly logs customer issues regarding HTC provided equipment along with customer owned equipment that provides telephone and security services in an effort to reduce time to repair. Works independently to resolving/researching customer undocumented requests and problems that occur. Answers general questions and redirects calls as appropriate. Assists in other areas of the Technical Support Operations Department as needed. Performs other duties as assigned in order to meet the overall objectives of the department.


 
Position Requirements Experience: Minimum of one to three years related experience and/or demonstrated troubleshooting aptitude and abilities is required. Must demonstrate proper phone etiquette and must have knowledge of customer service principles and practices.

Job Knowledge: Associate's degree in related field or equivalent from two-year college or technical school preferred. Must have intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc. Must have a knowledgeable working experience with the following software: Word, Excel, Outlook, SRS, and email. Must have demonstrated ability to effectively troubleshoot technical customer issues. Must be able to sustain focused attention on the demonstrated instructions, process, or procedures. Selects and attends to important details. Recalls a few important, moderately reinforced details about the demonstrated process or procedure. Understands the operation of moderately complex tools, machines, and systems. Applies elementary principles underlying the operation of physical systems. Must be able to maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates. Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences. Receives guidance with respect to general objectives; in the majority of tasks and projects assigned, determine methods, work sequence, scheduling, and how to achieve objectives of assignments; operate within specific policy guidelines.

Physical Demands: Must be able to stand, walk, sit, use hands and fingers, reach with arms and hands, stoop, kneel, crouch, or crawl, talk or hear, and lift up to 25 pounds. Vision Requirements: Close vision (clear vision at 20 inches or less). Working Conditions: Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. May have to work near moving mechanical parts and moderate noise (examples: business office with computers and printers, light traffic). Must be able to sit for long periods of time. Position requires use of headset/microphone. Light physical activity performing non-strenuous daily activities of a technical nature.

Special Demands: Actively appreciates and includes the diverse capabilities, insights  
Full-Time/Part-Time Full-Time  
Department Customer Service & Sales-Technical Support-201728  
Applications Accepted August 21, 2017 - Until Filled  
Shift Hours of operations include nights, weekends, and holidays. Candidates must be flexible to accommodate the various call center shifts.  
Location Main Office-Conway, SC  
About the Organization HTC, Inc. is the nation's largest telecommunications cooperative and the 18th largest telephone company. Founded in 1952, HTC celebrates over 60 years of service to the community as a local communications leader. HTC offers local telephone service, long distance, Digital Wireless, Digital Cable, High-Speed Internet Access, and advanced business services such as Remote Recovery Services, Local Area Network (LAN) and Wide Area Network (WAN) design, firewall and Virtual Private Network (VPN) security. HTC also provides Home Security and Fiber to the Home technology called HTC Bluewave, a state-of-the-art fiber optic network that delivers unparalleled bandwidth for extremely high-speed Internet access and data transmittal, 100 percent digital cable TV video, and traditional voice service through a single delivery point to a customer's home. For additional information about HTC, call (843) 365-2154.

www.htcinc.net | Twitter: @HorryTelephone | Facebook: www.facebook.com/HTCinc
 

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