Job Title

ISP Support Technician

Top Skills

Windows 10

Windows 7

Customer Service

Troubleshooting

Job Description

Provide world-class customer support for ISP partners within a 24x7x365 environment. Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies. Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Primary Responsibilities

• Answer inbound technical support phone calls, chats and emails related to ISP partners.
• Consult with customers and provide additional solution in the form of up-selling products and services.
• Troubleshoot voice, data, video and connection issues for customers.
• Identify, troubleshoot and assist customers with voice, data, video and connection issues.
• Answer customer service related questions
• Track and record each phone call and provide a detailed description of the call
• Provide backup assistance for other Technical Support Representatives

Shifts will be a mixture of first and second shift hours. All schedules after training require working on either a Saturday or a Sunday.

Employee Value Proposition

Fun, casual environment.

Routinely do contests and food days to keep the mood light. Very open collaborative call floor with monitors to track calls. Employee lounge for breaks (if working on-site).

• Must have an open and flexible schedule to take any shift after this time frame above is complete. We are a 24/7/365 call center. The only schedule accommodation that we make is for school purposes. Candidates will have dialogue with their lead as they transition to their permanent position about their schedule. Because they are a 24/7 service desk folks need to be open to evenings or possibly working a shift that has a Saturday or Sunday incorporated.
• Must be able to commit to the full 4 weeks of training. Even missing one day off can lead to termination or a push to a future class. Candidates will be trained on all technical aspects of the job. $150 training completion bonus will be awarded to those that graduate

Eligible for monthly incentives for attendance and production which is either a $50 and/or $100 bonus.

$250 sign on bonus when consultants transition to their permanent position (4 months in). $300 loyalty bonuses at the 8-month and 12-month mark.

• Once permanent they are eligible for a monthly bonus of $350 and a Loyalty bonus of $400-$600 every 6 months. Bonuses are dependent on performance and attendance.
• Medical, Dental and Vision would take in effect on the 1st of the month after they become employees.
• 401K after 3 full months of employment on client payroll (with company matching)
• 15 days of PTO per year with an 80 hour roll over
• Once on payroll, candidates can sign up for OT.

Work Environment

Casual/fun inbound call center environment. Pit is very open and collaborative. Everyone has the ability to work from home as long as their production is there.

Reason for hiring:

Volumes have been extremely high as they have on boarded several new partners. Need additional staff to get cues back in line.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.