CUSTOMER CARE TECHNICAL SUPPORT ASSOCIATE

NOTE: These statements are intended to describe the general nature and level of work being performed by employees in this position, and are not to be construed as an exhaustive list. In addition, they do not establish an employment contract, as employment with Sierra Tel is always at-will.

GENERAL SUMMARY

This position is responsible for providing excellent customer service, answering and making telephone calls regarding products and services offered to our customers, resolving complex internet connectivity issues, email trouble reports, Wi-Fi connection issues, and related software and hardware trouble reports. This position is also responsible for responding to public inquiries on the selection and availability of services, and carrying out orders to establish or change service.  All customer interactions must comply with industry regulations and established Company procedures for customer verification and documentation. Customer interactions are generally limited to Internet and technical-related topics.

ESSENTIAL JOB FUNCTIONS

General Responsibilities

• Answer incoming telephone calls and place outbound calls in a friendly, professional manner.
• Maintain accurate records of all customer interactions and transactions by documenting information in customer accounts.
• Understand and comply with industry regulations for telephone and Internet services, including Customer Proprietary Network Information (CPNI), Red Flags procedures, the California Consumer Privacy Act (CCPA), and the California Privacy Rights Act (CPRA).
• Prepare for customer inquiries and requests by maintaining up-to-date knowledge of Company products, services, technology, and procedures.
• Provide prompt, courteous, knowledgeable support for customer inquiries and requests regarding Internet service and related technical topics. Research information and customer accounts as needed and provide follow-up in a timely manner.
• Assist customers with troubleshooting, diagnosing, and repairing internet-related problems.
• Utilize a complete understanding of Company products and services to promote sales based on customer needs.
• Work with customers to demonstrate products such as Whole Home Wi-Fi and assist customers with product testing.
• Assist customers with complaints about Internet products or services. Issue credits and take other actions in accordance with Company procedures.
• Correctly and consistently apply Federal Communications Commission (FCC) and California Public Utilities Commission (CPUC) regulatory requirements.
• Take requests and prepare appropriate documents for new customer accounts, changes in service, and connection/disconnection issues.
• Accurately prepare service orders.
• Answer incoming repair and technical support telephone calls and create trouble tickets.
• Regular and predictable on-site attendance is an essential function of the job.

OTHER RELATED JOB FUNCTIONS

• Refurbish returned end-user equipment, including modems and Whole Home Wi-Fi equipment.
• Perform monthly inventory counts as requested. Follow established procedures for tracking, organizing, and storing inventory.
• This position may be required to assist other positions in the department.
• Assist in improving customer service quality by providing feedback regarding customer interactions, recommending process improvements, and identifying new product and service applications.
• Proactively identify and participate in educational opportunities in accordance with Company procedures.
• Perform other duties as needed.

QUALIFICATIONS

Education and/or Experience

• High school diploma or General Education Degree (GED) preferred.
• 2-year college or vocational degree in Information Services, Computer Science or a related field desirable.
• Up to six months related experience and/or training, or equivalent combination of education and experience.

Certificates, Licenses, Registrations

• Must have a valid Class C California driver’s license with a minimum of three years of driving experience.
  • Driving experience must have occurred after having passed a traffic laws and signs test.
  • If relocating to California from another state or country, must have, at a minimum, a valid driver’s license issued by the home state equivalent to a California Class C. The employee will be required to obtain a California driver’s license within ten days.
  • Must be insurable via the Company’s standard auto insurance policy procedures.

Knowledge, Skills, and Abilities

• Knowledge of
  • Company policies, procedures, products, and services.
  • Industry regulations related to telephone and Internet service.
• Skill to
  • Proficiently operate general office equipment including personal computer, fax machine, and telephone system.
  • Proficiently use software programs including Microsoft Word, Excel, Skype, Outlook, and basic Internet operations.
  • Perform basic math calculations.
  • Effectively communicate with customers and coworkers in English verbally and in writing.
  • Proficiently read, write, use proper grammar, edit, and proofread.
  • Plan and organize multiple tasks under deadline pressure.
  • Analyze and solve problems related to specific job tasks.
  • Use listening and coaching to facilitate positive outcomes of customer concerns.
• Ability to
  • Adapt to changes in procedures and responsibilities.
  • Project a professional image in conduct, attire, grooming, and manner of speech.
  • Maintain the highest degree of confidentiality regarding customer and Company information.
  • Maintain paperwork in a neat, organized manner.
  • Calmly and professionally, work with a variety of people and personalities.
  • Attend to detail in all work areas and maintain consistency of Company image.
  • Follow instructions completely and accurately.
  • Travel for Company business needs as required.
  • Work assigned schedules including day, evening, and weekend hours.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Wearing a telephone headset is generally required.
• The employee must regularly lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.

SAFETY COMPLIANCE

Safety is an integral part of our business and the responsibility for safety extends to every employee. Your responsibility toward safety at the workplace includes, but is not limited to:

• Proactive involvement in the Company’s Safety Program, including compliance with all rules and regulations.
• Use safe work practices while performing all duties.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The position is normally indoors in a controlled office environment.
• The noise level in the work environment is usually moderate.
• Local travel may be required.

APPLICATION INSTRUCTIONS

Please complete the Application for Employment form below. Entries outlined with a red box are required. Save the form on your computer and attach it to an email addressed to careers@sierratel.com. It is preferable to include a resume and cover letter with the application.

For questions or additional information, you are welcome to call 559-642-0200.

This position is open until filled.