Customer Service / Help Desk Technician

Position summary:
Provides professional Customer Service along with a wide range of technical support and troubleshooting for Internet connectivity and Cobalt TV support. Will work with customers on Fiber to the Home, DSL, Managed Wi-Fi, modems, routers, PCs, business and home networking, and other activities pertaining to installing and maintaining Hamilton services. Will handle new customer orders and service requests regarding Internet, Telephone, and Cobalt TV services. Ensures each customer receives excellent Customer Service and proactively seeks opportunities to cross-sell Hamilton services.
Essential functions:

• Professionally answers inbound calls for Business Office, Internet, Cobalt TV and Telephone service.
• Troubleshoots and handles Help Desk phone calls for Internet-connectivity issues and questions about hardware and software use to diagnose or repair systems. Will answer the initial call for support working to resolve each issue in a responsive and timely manner.
• Utilizes Hamilton systems to facilitate Internet service installations, troubleshooting resolution and complete resolution for issues in a responsive and timely manner.
• Effectively gathers and communicates relevant information and responds to questions to and from a variety of people possessing various levels of technical knowledge.
• Demonstrates and discusses services with customers and assists customers with purchasing equipment including computers, phones, routers and other products sold by Hamilton.
• Recognizes needs of customers and shares information on products and services that will be of benefit to them.
• Regularly provides status updates to supervisors regarding progress towards final completions of tasks, needs for material or needs for assistance.

Other responsibilities:

• Follows all appropriate processes and procedures.
• Stresses quality in all work situations.
• Performs similar work-related duties as assigned.

Physical requirements:

• Ability to lift and move a minimum of 25 pounds regularly and up to 50 pounds on occasion.
• Ability to manipulate and use hand tools, computer keyboards and other items requiring dexterity.
• Ability to travel to and from local customer sites on a regular basis.
• Ability to stand, crouch and kneel for long periods of time.
• Ability to climb stairs and ladders and work at heights above ground.
• Ability to hear and see auditory and visual commands and signals from computer, telephony and other electronic equipment.

Preferred education, experience, and skills:

• High school education or equivalent.
• Ability to use office equipment such as computers, copiers, fax machines, and multi-extension telephones.
• Ability to organize and prioritize work and meet deadlines.
• Strong analytical, interpersonal and communication skills to facilitate working in a team centered environment.
• Ability to read, write, speak and understand English well.