Broadband Resolution Specialist I-III

General Summary:

The primary purpose of this position is to provide effective technical support for all Pioneer Broadband services and customers. Sells and promotes company products and services while creating a positive and memorable customer experience.

This position is for the 11 a.m. to 8 p.m. regular shift. The BRC is responsible for maintaining 7-day coverage with operational hours from 7:00 a.m. to 8:00 p.m.

Essential Job Functions:

• Provides technical support and long-term resolution for all Pioneer Broadband customers by researching and troubleshooting issues related to all Pioneer Broadband products and services. This includes in home WLAN devices and specialty devices (video cameras, Wi-Fi peripheral connections, printers, IoT, etc.)
• Effectively uses tools and follows procedures for resolving technical issues, including analyzing cause/effect and documenting repairs to determine proper resolution methods and fully exhausting all avenues before escalating to the next level.
• Handles customer interactions by utilizing departmental quality assurance standards, as set for by PIVOT and maintains at least an 80% success rate.
• Thoroughly and efficiently gathers all trouble ticket information and accurately completes appropriate processes in a timely and efficient manner.
• Promotes and sells products/services to existing customers.
• Stays up to date on technology and company policies and procedures.
• Partners with other departments to uphold high customer satisfaction which includes following up on elevated customer service issues and handling calls from other lines of business.
• Comprehends out of service trouble ticket escalation necessity and able to determine when after hour and weekend callout of field techs are necessary.
• Capable of taking/making phone calls while simultaneously providing Chat/SMS support to efficiently resolve various customer demands.
• Commits to performing job duties in a manner that ensures a safe work environment.
• Promote Operation IDEA initiatives, encourage and support continual process improvement and cultivate an environment where employees are actively engaged in creating positive and memorable customer experiences.
• Willingly and cooperatively performs other related duties as assigned by management.

Minimum Qualifications:

Broadband Resolution Specialist I

• High school diploma or equivalent.
• Three months' related experience and/or training.
• Must meet the attached Certification and Training requirements of the Broadband Resolution Specialist I.

Broadband Resolution Specialist II

• 1-year related experience and/or training.
• Must meet the attached Certification and Training requirements of the Broadband Resolution Specialist II

Broadband Resolution Specialist III

• Three years' related experience and/or training.
• Must meet the attached Certification and Training requirements of the Broadband Resolution Specialist III.

Knowledge, Skills and Abilities:

• Ability to troubleshoot and resolve common broadband related issues.
• Basic knowledge of various computer operating software and their differences in relation to DSL connections and Fiber connections.
• Ability to analyze and comprehend current and future Wi-Fi protocol features and capabilities.
• Ability to utilize available applications such as the Calix Support Cloud to analyze WAN, WLAN, and historical RF analytics.
• Basic understanding of the various email clients such as Outlook Express, Microsoft Outlook, Thunderbird, Macmail, and configuration of email on mobile clients on iOS and Android devices.
• Basic knowledge of router set up for networking.
• Proficient in operating a personal computer and software applications pertaining to job function.
• Ability to interact by phone clearly, efficiently, and successfully for an extended period with the ability to defuse angry customers.
• Knowledge of company products/services, policies, and procedures.
• Good listening, verbal, and written communication skills.
• Ability to adapt in a rapidly changing environment.