Job Description :
Technical Support Advisor
Pequot Lakes, MN
Contract
Required Skills:
6+ months customer service, help desk, troubleshooting or call center experience -OR- current/prior military service with honorable discharge.
1+ years’ experience using a PC
Must follow the TDS attendance guidelines to meet our customers’ needs
Other Qualifications:
Call Center or Help Desk experience
Preferred Associate Degree or Technical Certification in a Computer related field
Understanding of the telecommunication industry
Understanding of telecommunication products and services
Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
Experience with (but not limited to) ACD, trouble ticketing systems, plant record or inventory systems, software skills in business applications, such as spreadsheets, database applications and word documents
Ability to adhere to schedule
Customer Focus
Illustrated diplomacy, tactfulness and empathy when dealing with customers
Exemplified ability to defuse escalations and high tension situations
Well developed ability to appease customers experiencing service outages and difficulties
Ability to listen actively and ask clarifying questions to seek understanding
Experience going above and beyond duty to delight customers
Must have a genuine drive for customer satisfaction and retention
Demonstrated sales experience
Decision making and Self-Management
Skills in troubleshooting, solving problems and root cause analysis
Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
Proven aptitude to work well in a team or independently with minimum supervision
Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment
Troubleshooting
Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting
Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services