Technical Support Representative jobs in Ohio

Customer Care/Technical Support Representative

Description

Responsible for managing incoming calls, e-mails and online chat inquiries from customers; generating sales leads that develop into new customers and identifying and assessing customers’ needs to achieve satisfaction. THIS POSITION IS TEMPORARILY A “WORK FROM HOME” POSITION. THIS IS SUBJECT TO CHANGE. TRAINING WILL TAKE PLACE REMOTELY AND/OR ON-SITE. CANDIDATE MUST HAVE SUITABLE ARRANGEMENT TO WORK FROM HOME WITH MINIMAL INTERRUPTIONS.

Essential Duties and Responsibilities

In this role, the Customer Care/Technical Support Representative has primary responsibility to:

· Sell MCTV services – Internet, cable television, phone, and security packages

· Be able to work with telephone system, computer network, and common office equipment

· Answer customer questions regarding billing, TV services, including set-top boxes, common computer/cable modem questions, telephone service issues and display proper phone etiquette

· Communicate clearly to customers through active listening, answering questions accurately and completely, resolve problems with one phone call

· Physically sit at workstation for 8 hours per day.

The Customer Care/Technical Support Representative must successfully complete the training process to show:

· Thorough understanding of MCTV’s billing system to access customer and unit inquiries, account balances, and work order and service call creation

· Thorough understanding of MCTV’s internal monitoring systems, system maps, service call history, statements and campaigns

· Thorough knowledge of troubleshooting techniques for customers’ cable television, Internet, and telephone issues

Qualifications

· Must submit to successfully complete background check and drug test

· High School Diploma or GED required

· Previous sales experience preferred

· Previous employment as Customer Service/Technical Support Representative preferred

· Excellent verbal skills

· Technical knowledge of computers, email and Internet preferred

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Work Location: In person