Technical Support Representatives
Knology - Sioux Falls, SD

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The TSR provides technical support to customers via inbound and outbound calls.

Primary Functions:
Answers incoming telephone calls and responds to customer requests regarding service issues in a timely and accurate manner

Advance troubleshooting and resolution of various internet, networking, VOIP, and telephony applications

Uses computer systems to identify, research and resolve customer issues

Provides customers with an accurate and thorough diagnosis of their problem, with a focus on “one call resolution”

Utilize troubleshooting techniques and/or remote access to resolve customer issues. If unable to resolve, provide quotes for additional services

Maintains sense of urgency and consistently meets deadlines when responding to customer issues

Identifies and escalates priority issues; when necessary, transfers calls to the appropriate department

Accurately completes required paperwork and/or documentation associated with each customer interaction

Maintain acceptable statistical Call Center standards

Troubleshoots all Knology services; to include Video, Internet, & Telephone

Maintains regular attendance to be available to the customer as scheduled in order to meet business objectives

High School diploma or equivalent. Two years of troubleshooting experience in PCs and network environments is preferred
One year customer service experience. Some college and/or technical certifications in the IT/Networking field is preferred

Skills and Abilities:
Proficient use of all Microsoft Operating Systems
Experience with Macintosh is preferred
Operating knowledge of current hardware and software, common to the small business environment
Excellent oral and written communications skills including active listening skills and telephone etiquette are required
Must be able to calculate figures and amounts
Must be able to operate office equipment to include telephone, headset, computer, and printer
Must be able to multi-task and function effectively and consistently in fast-paced environment
Flexibility in scheduling which may require evening and weekend hours

Physical Requirements:
Frequently required to verbally communicate with customers
Frequently required to sit continuously for extended periods of time
Frequently required to perform repetitive tasks such as data entry and using telephone
Must have the ability to view and understand customer account information

Please apply at