Job Description
The Helpdesk Technician on the Enterprise Support Data team will be responsible for troubleshooting hardline internet connectivity issues for this clients commercial customers. The most common issues consist of internet outages and/or slow internet, so familiarity with internet devices, hardware, and protocols, is required for this role. Most importantly, this role requires someone passionate for customer service, patient, empathetic, self-motivated, as well as someone who holds themselves to high standards of work with a good/positive attitude. Between inbound customer calls, emails and tickets, the average volume is anywhere from 30-50 touchpoints/day. You will be remotely troubleshooting issues for customers across the Southeast while sitting remotely in one of the following office locations: Mobile/Birmingham, AL, Ridgeland, MS, or Nashville/Knoxville/Memphis/Chattanooga, TN. Technical training will take place within the first 3 weeks upon starting in this role, so extensive knowledge with the specific tools/technology is not necessary. This is a great opportunity to get a foot in the door with a great company who will provide long-term opportunities, career advancement, continued education opportunities, and more!
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] .
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Skills and Requirements
- 1+ years experience troubleshooting hardline internet connectivity
o DNS (Domain Name System), OSI (Open Systems Interconnection) Model, Fiber Internet, Coaxial Internet
- 3+ years experience in a heavy customer facing/customer service environment
- Intangible skills required for this position:
o Strong communication skills and phone presence
People skills as well patient, empathetic, caring
o Ability to effectively deescalate issues
o Naturally self-motivated/disciplined
o Ability to work well and multitask in a fast-paced environment - Experience working with ServiceNow or ADTRAN AOE (Advanced Operational Environment)
- Experience in a customer service/call center with an ISP null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].