Tech Support Rep Tier 1

At HBC, we have the job for you! We have an immediate opening for a Technical Support Representative. This position is responsible for providing quality support for our customers. In this role you will have the opportunity to respond to calls, analyze and troubleshoot issues, create and resolve tickets, and escalate issues to specific departments.

We are looking for motivated individuals who can deliver an exceptional “HBC customer experience” that is second to none. Opportunities for advancement, a robust benefits package, and a friendly atmosphere await.

Title: Technical Support Representative Tier 1

Location: Remote, with proximity to office located in Hastings or Farmington, MN

Rate: Pay starting at $19/hour plus overtime as applicable

Full-Time/Part Time: Full-Time

Reporting to: Manager, Technical Support

Primary Responsibilities Include:

• Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.
• Monitor and respond to Support emails
• Enter the calls in Help Desk tracking software, including detailed information.
• Routinely check voicemail
• Respond to customer generated tickets and email support requests.
• Provide support for any cable modem or digital phone issues.
• Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times
• Comply with company policies and specifications
• Perform other duties as assigned

You will need to have:

• High school diploma or GED equivalent
• Valid and clean driver's license
• Familiarity with PCs is important
• Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).
• Ability to analyze, identify, prioritize and solve problems is required.
• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
• Understanding of networking terms.
• Good customer relations and communication skills are required.
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation

Even Better If You Have:

• A+ certification is a plus.
• Understanding of networking terms.
• Familiarity with Macs is a plus.

Benefits:

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

When you join Hiawatha Broadband Communications...

You'll be joining an award-winning company and team.  We also believe in giving back to the community and we want our employees to have the opportunity to do so.  We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential.  For more information, go to www.schurzchoice.com. 

Schurz Communications and its subsidiaries strategic objectives:

• We will attract, invest in, communicate with, and retain top talent. 
• We will innovate, partner, experiment and create a better future together. 
• We strive to continuously improve operating performance to ensure sustained growth. 
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Required to drive to customer homes
• The employee generally works in an indoor office environment.