Help Desk Technician
Company: Ritter Communications
Location: Jonesboro
Posted on: January 12, 2021
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Job Description:
Ritter Communications has been at the forefront of the local
communications industry for more than a century. We began providing
telephone service in Northeast Arkansas in 1906. Today, Ritter
Communications serves 92 communities and more than 45,000 customers
across Arkansas, northeast Texas, southeast Missouri, and west
Tennessee. The company has grown steadily over the years, expanding
rapidly and is now the largest privately-held regional broadband
fiber, telecom, video and cloud services provider in the Mid-South.
Ritter invests heavily in the communities it serves by deploying
proven, best-in-class infrastructure and technology, while coupling
it with a world-class customer focused experience.We are looking
for a Technical Support Rep to join our team in our Jonesboro,
Arkansas location.General Summary: Our Technical Support team
serves as a primary point of contact and is responsible for
providing technical support for all services and maintaining a
positive impression of the company for residential customers.
Consistently provides an excellent level of customer service and
projects a professional image through customer interaction both
internally and externally. Ensures customer satisfaction and
loyalty by consulting, assisting, and resolving a wide variety of
requests, inquiries and issues. The purpose of our position is to
assist customers with service issues. The assistance this position
delivers ranges from service trouble and changes in services as it
relates to internet service or email. The Helpdesk is also
responsible for performing tasks that help manage customer
accounts, promoting services offered by the company, and providing
technical support for services both internally and
externally.Essential Job Functions: * Ensures that each customer
receives outstanding service by providing a friendly environment, a
willingness to listen to customer needs, and solid product
knowledge;* Handles customer inquiries and complaints in a
proficient and timely manner;* Provides customer service by
assisting customers with repair issues;* Logs all calls received
from customers;* Checks and responds to support emails;*
Demonstrates adequate product knowledge and possesses ability to
troubleshoot service issues for voice, data, and video;* Able to
travel to other office locations as required;* Maintains
confidentiality and security of all customer information;* Makes
outbound calls for the purpose of follow-up and support;* Able to
regularly work flexible schedules, including overtime, nights,
weekends, and holidays;* Able to work flexible hours and alternate
shifts as needed;* Provides technical support to customers by
answering phone calls, gathering relevant information, and
troubleshooting and resolving problems and issues;* Provides
support for dial-up, DSL, cable modem, high-speed Internet, digital
phone, and cable customers;* Responsible for providing support of
value added products, such as spam/virus filtering software,
accelerator products, etc.;* Updates customer account information
as appropriate.Knowledge, Skills, and Abilities: * Knowledge of web
technologies, technical languages, browsers, search procedures,
search engines, platforms and applications;* Knowledge of company
policies and procedures;* Knowledge of Basic Ethernet;* Knowledge
of DHCP and understanding how it works;* Knowledge of computer
hardware and software; must have knowledge of the following
operating systems: Windows 95, 98, 2000, XP, Vista, 7 and 8;*
Knowledge of company products and services;* Skill in operating
various equipment including scanners, printers, CD writers, and
modems;* Skill in operating various office equipment such a
personal computer, telephone system, copier, and fax machine;*
Skill in problems solving and resolution;* Skill in oral and
written communication;* Ability to communicate with customers,
co-workers, and various business contacts in a professional and
courteous manner;* Ability to organize and prioritize multiple work
assignments;* Ability to pay close attention to detail;* Ability to
read and interpret technical documents;* Ability to function as a
team player.Education and Experience: * Associate degree in
Computer Technology or a related field or equivalent combination of
education and experience required.* A+ certification or equivalent
knowledge and experience preferred.* Two years of experience in
Internet customer service/support and computer repair
preferred.Ritter Communications is an equal opportunity and
affirmative action employer; all qualified applicants will receive
consideration for employment without regards to sex, gender
identity, sexual orientation, race, color, religion, national
origin, disability, protected Veteran status, age, or any other
characteristic protected by law.We strive to maintain a drug-free
workplace.We offer competitive compensation and an outstanding
benefits package including health, dental, vision, cancer, accident
and life insurance, short-term and long-term disability, 401(k)
with company match, flexible spending accounts, free gym
membership, company discounts, tuition reimbursement, paid
training, paid leave, and much more!
Keywords: Ritter Communications, Jonesboro , Help Desk Technician, Professions , Jonesboro, Arkansas
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