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Form of workJOB SUMMARY: The Tech Support Specialist I, II is an integral part of the continued stability and growth of REV by serving as a front-line representative of the REV brand. The Tech Support Specialist I, II is part of a supportive, service-oriented team that promotes quality customer experiences and is honest and committed to customer care. This position engages in real-time troubleshooting with customers to resolve technical issues, educate residential customers about the installation and use of products, and capture opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience.
Career Pathways:
- Tech Support Specialist I
- Tech Support Specialist II
ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)
- Works in call center environment answering inbound customer calls concerning inquiries about one or more REV products and/or services
- May utilize alarm.com to troubleshoot customer alarm calls
- Discovers the root cause of customer problems and identifies the action(s) required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
- Engages in real-time troubleshooting while the customer is on the phone and schedules an service appointment in the system if the problem cannot be resolved
- Provides total customer service by answering basic questions about programming over the phone
- Builds customer loyalty by ensuring a pleasant experience on each call
- Keeps customers informed about progress by checking the status of work orders
- Provides seamless customer experience through documenting call details and new account information
KNOWLEDGE & SKILLS:
- Maintains focus on the customer experience with a keen aptitude for helping customers
- Enthusiastic, personable, and adaptable
- Willingness to assist/help others
- Demonstrates integrity
- Maintains ability to work a flexible schedule including evenings, weekends, and some overtime as required
- Maintains ability to work extra when needed - outages, storm related, etc.
- Demonstrates good communication skills, both verbal and written, as well as reading comprehension skills
- Has knowledge of Windows 7 and Windows 10, specifically in networking protocols and components
- Proficient in personal computer operation and applications specifically in/with multiple email platforms
- Proven computer skills with ability to navigate through multiple screens
- Proficient in use of mobile devices including smartphones and tablets and their applications as it pertains to connectivity
- Has knowledge of routers and residential gateways, including basic setup and functionality
- May serve as a role model for lower-level staff in the application of proper protocols and procedures
OUR EXPECTED BEHAVIORS:
Upholds and acts in accordance with REV’s Guiding Principles.
EVALUATION:
Performance of this job will be evaluated in accordance with procedures established by the company on the evaluation of management personnel.
QUALIFICATIONS & PREREQUISITES
Required:
Tech Support Specialist I:
- High School Diploma or equivalent GED
- 1 year experience working at a help desk and/or in technical support
- Degree/certification from an accredited college or technical school in a related field preferred
- Experience in telecommunications industry preferred
Tech Support Specialist II:
- 2 years’ experience working at a help desk and/or in technical support
- Degree/certification from an accredited college or technical school in a related field preferred
- 2 years’ experience in telecommunications industry
- Must be able to obtain CAT 1 alarm certification within first 90 days
