As a Technical Support Advisor, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will support TDS customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service.
Details:
- Start Date: June 10th, 2024
- Starting Pay: $18.50
- Shifts for this position will be required to work at least one weekend day.
- Starting shift times will vary with many having evening hours (additional $1 for shifts starting after 11am)
***We expect perfect attendance during a 6-week training period to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!***
Perks:
- Medical, Dental, Vision coverage starting on day 1 of employment!
- Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
- Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
- Discounts on TDS services
- Tuition assistance after working with TDS for 1 year
TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban, and rural communities throughout the U.S. With 1.2 million connections, TDS is a rapidly growing technology company. Powered by fiber optics and new industry-leading technologies, TDS delivers up to 8 Gigabit internet speeds and offers internet-protocol-based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.
TDS Telecom, headquartered in Madison, Wis., employs 3,600 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000® company. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses: UScellular, TDS Telecom, and OneNeck IT Solutions. Visit tdsinc.com.
- Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
- Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues.
- Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble.
- Assist customers with Internet configurations and settings.
- Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
- Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
- Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
- Maintain knowledge of relevant TDS product offerings and technology.
- Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
- Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
- Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
- Educate customers in order to reduce repeat customer calls
- Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
- Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
- Participate in project team initiatives and subject matter expert tasks
- Application testing
- Assist management with technical training
- Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
- Knowledge Base and process document enhancement recommendations
- Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
- Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions.
- 1+ year customer service, help desk, troubleshooting or call center experience.
- Must follow the TDS attendance guidelines to meet our customers’ needs.
- Advanced troubleshooting skills related to telephony and data products
- 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, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
- Ability to adhere to schedule
Benefits
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!