Technical Support Agent

Technical Support Agent

Primary duties and responsibilities: Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA Shield. This position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up.

Specific task description:

• Provide professional, courteous, prompt, and accurate support to customers. Document, communicate, analyze, and troubleshoot reported problems. Determine proper solutions and guide customers through corrective actions. Respond to user questions and inquiries via telephone, email, web, or other communication methods. Monitor, follow up and communicate information to customers as appropriate.
• Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers.
• Support and review any Wi-Fi issues in customer premises and utilize tools to mitigate any service issues with MTA.
• Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices.
• Simultaneously use a wide range of MTA's application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support.
• Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity.
• Maintain a high level of familiarity with constantly evolving MTA's products and services to allow for analysis, troubleshooting and sales processes.
• Support all Field Support Technicians.
• Refer unresolved service issues to the Business/Field Dispatch Triage team.
• Provide input for updating the Support Center information and knowledge database.
• Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems). After trouble resolution, review, research, and make recommendations to supervisor for customer credit requests.
• Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages. Provides status updates to appropriate work groups in a timely manner.
• Provide a professional demeanor at all company events.
• Perform other duties as assigned.

Required qualifications:

Education: High School Diploma or GED required IT Degree preferred MTA Helpdesk, ITF, A+, Net+, MCP, MCSE or CCNA Certification preferred

Work experience: Six months experience in Support Center environment preferred. Achievement of the afore-mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential.

Job qualifications (knowledge, skills, abilities): Must be 18 years or older. Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices. This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment. Ability to type 45 words per minute highly desirable. Past System Administration experience strongly desired.