A Local Utility Company has an immediate opening for a qualified HelpDesk Representative. This position will be a temporary 1-year assignment lasting until October 2024. This position will work 3 – 10 hour days.
Job Responsibilities
• Troubleshoot customer issues with Communications Utility products and services (email, Internet, TV), promoting communications services.
• Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls and emails as they relate to services and products provided by the Utility:
• Answer questions and perform business relating to all utilities, including, but not limited to residential applications for service, rates, promotions, policies, and service rules.
• Promote the use of and sell communication services to customers.
• Create service orders for field personnel based on customer needs, calling out personnel depending on the situation.
• Accept payments over the phone and accurately enter the transactions.
• In conjunction with Trafficking Specialist, test all communications equipment as it is returned from the customers location.
• Identify, research, and resolve technical problems, notifying the appropriate department of the issue.
• Interact with other technical areas of the Utility to address customer concerns or identified problems with the network.
• Back up Customer Services Representatives as needed.
• Other duties as assigned.
Hours/Pay
• 8a-6:30p (Monday, Wednesday and Thursday)
• $15.00/hr.
Qualifications
• High School Diploma/GED required. Associate’s degree with an emphasis in technical training/coursework related to networking or equivalent combination of education and experience preferred.
• Minimum 2 years of customer service experience, prior helpdesk experience preferred.
• Familiar with a variety of computer software/hardware applications along with a basic understanding of TCP/IP and associated network components as they relate to Internet connectivity.
• Knowledge, or ability to obtain knowledge, of electric, water, garbage, sewer, cable, and Internet products, services, policies and rate structure.
Skills
• Excellent verbal and written communication skills, especially for documenting troubleshooting efforts on behalf of a customer.
• Excellent interpersonal and listening skills, with ability to build productive professional relationships and promote a team atmosphere.
• Proficiency with use of Microsoft Office Word and Excel at an intermediate skill level.
• Bilingual skills (English/Spanish) preferred
• Good judgment and reasoning skills.
• Problem identification, analysis, and solving, especially for troubleshooting basic PC, email, Internet, cable TV, and other customer issues.
If interested, contact Megan at 563-263-6589 or apply with the button below!
