Business Support Technician

JOB PURPOSE:

Foster client loyalty by consistently providing high-quality support for commercial client issues related to Midco Services across all interaction types.

KEY FUNCTIONS:

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services.
• Thoroughly document each interaction, ensuring all technicians have up-to-date client notes.
• Handle mindful escalations via work orders or Midco’s Ticketing System for business clients experiencing service changes, trouble calls, or disconnects.
• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco’s expanding product offering.
• Proactively engage with clients, streamlining issue resolution and minimizing their effort.
• Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership.
• Utilize various communication channels, including email, chat, and social media, when interacting with clients.
• 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 interactions.
• Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance and adhere to scheduling as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.  
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

Job Title

Position Requirement:

Business Support Technician-Associate

 

·         High school diploma or GED is required.

·         Associate’s degree is preferred.

·         Strong typing, spelling and communication skills required.

·         One year of technical support with customer contact experience is required. 

·         Experience in telecommunications is preferred.

Business Support Technician-Professional

·         High school diploma or GED is required.

·         Associate’s degree or equivalent experience is required.

·         Excellent communication skills with the ability to convey technical information through written, verbal and active listening channels.

·         Advanced organizational skills to effectively manage tasks, prioritize workload and meet deadlines.

·         Successfully fulfilled all responsibilities as a Business Support Technician – Associate

 for a minimum of 6 months OR

·         Two years’ work experience in a technical support role in a customer contact environment is required. Proven ability to grow within roles, whether through promotions, increased responsibilities, or successful project completion is a plus.

·         Experience in telecommunications is preferred.

·         Be certified as a Jones NCTI Master Account Representative or achieve it within 12 months of being in role.

Business Support Technician-Expert

·         High school diploma or GED is required.

·         Associate’s degree in a related