Technical Support Specialist

THIS POSITION IS PART-TIME working 30 hours per week - 9 am to 9pm. Work is on Monday, Friday, and Saturday with flexiblitity on a 4th day during the week.

Applicants for this part-time position can live in the Omaha/Blair/Kearney/Chadron metro area. Required in office training during first 6-8 weeks of hire.

There is an option to be fully remote after initial in-house training of approximately 6-8 weeks. Occasional in-house meetings to the Blair, Kearney or Chadron office is required.

Duties Include:

× Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems

× Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.

× Provides end-to-end resolution of all escalated tickets in a timely manner.

× When necessary, answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services.

× When required, creates internal trouble ticket that is routed to local technician.

× Monitors ticket close times to assure prompt resolutions.

× Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively.

× Follows appropriate processes for problem documentation, assignment, escalation, and tracking.

× Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc.

× Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately.

× Answers calls and interacts with all customers in a friendly and professional manner.

× Interacts with GPC field personnel to provide resolutions to customer-related Internet service problems.

Ideal candidate will be a high school graduate or equivalent and have additional technical training. Desired experience - 2 years’ experience with Internet-related computing systems (PCs and servers) and IP networks.

Experience in a multi-faceted network (Voice, Video, Data)

6+ months experience in a customer service environment

Competitive salary and benefits provided. EOE.

Great Plains Communications is the leading fiber-driven technology provider in the Midwest, delivering fast, reliable solutions including high-speed internet and a full suite of residential and business services to nearly 200 communities across Nebraska, Colorado, Iowa and Southeast Indiana. Powered by our 19,000-mile MEF-certified, high-capacity network, we provide state-of-the-art connectivity to homes, businesses and carriers backed by custom-built strategies, expert engineering and local support.