Business Support Technician - Associate
Company: Midco
Location: Lawrence
Posted on: April 18, 2024
Job Description:
Description JOB PURPOSE:
Create customer loyalty by delivering high quality support through
established processes for commercial customer issues related to
Midco Services via all customer interaction types. KEY
FUNCTIONS:
- Serve as the point of contact for the customer to troubleshoot
and resolve technical issues through the support of a variety of
delivered products and managed services.
- Document each interaction as trained allowing all technicians
to have updated customer interaction notes.
- Interact with internal and external customers representing
Midco in a professional and courteous manner striving to exercise
Trailblazer traits to maximize the customer's experience.
- Mindful escalations through work orders or Midco Ticketing
System incidents for business customers with service changes,
trouble calls and disconnects.
- Cross-train as required, developing a broad set of skills to
support customer demand while staying current with Midco's
expanding product offering.
- Effectively follow up with customers helping to reduce the
amount of effort a customer expends to resolve issues.
- Maintain Customer Service yearly requirements to maintain the
ability to interact with all levels of business customers, as
defined by management.
- Utilize all forms of communication including, but not limited
to, email, chat, and social media posts when interacting with
clients.
- Adhere to Midco privacy guidelines to ensure each customer's
privacy.
- Maintain regular attendance and adhere to scheduling as
required by your position.
- Develop and maintain basic working knowledge of standard Midco
Business services including, but not limited to, RF delivered
Voice, Video, and Data.
- Maintain a team-oriented atmosphere by collaborating with
others to ensure best practices are being developed and followed
for all customer interactions.
- Prepare and execute orders as needed in assisting customer
including, but not limited to, service changes, trouble calls,
downgrades, and disconnects.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:
- Function as an effective customer advocate and team member
while supporting the efforts and concepts of other
departments.
- Support the mission, vision, and Trailblazer traits of
Midco.
- Apply personal ethics, honesty, initiative, flexibility,
accountability and confidentiality in all areas of
responsibility.
- Lead or assist various internal support projects involving
direct customer impact.
- Possess an enthusiastic, energetic, self-motivated, and
detail-oriented approach towards professional and technical
growth.
- Possess strong problem solving and decision making skills while
using good judgment.
- Multi-task and change from one task to another without loss of
efficiency or composure.
- Maintain a positive work atmosphere by acting and communicating
in a manner to build professional relationships with clients,
co-workers and management.
- Actively follow Midco policies and procedures.
- Perform other duties as assigned.
EXPERIENCE AND EDUCATION:
- High school diploma or GED is required.
- Associate's Degree or Bachelor's Degree is preferred.
- SCTE BCSS or equivalent technical experience is preferred.
- Strong typing, spelling and communication skills
preferred.
- One to three years of previous experience in the
telecommunications industry is preferred.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
- The employee is occasionally required to reach with hands and
arms, stoop, kneel, or crouch. The employee must occasionally lift
and/or carry loads of up to 30 lbs.
- The noise level in the work environment is moderate to
loud.
- Employees may be required to work in excess of 40 hours per
week and other than normal business hours, such as holidays,
evenings and weekends as business demands.
ABOUT MIDCO: Midco:
- Is the leading provider of reliable, high-speed internet via
fiber and fixed wireless technology, serving 460,000 homes and
businesses in 400 communities across the Midwest.
- Provides exceptional customer experience and a superior
network, while being a force for good in the communities we
serve.
- Delivers TV services including Midco Sports (a regional sports
network), phone, data center and advertising services, plus
wholesale networking solutions.
Ready to work at Midco? We thought so. Here are a few more reasons
why Midco is one of the best places to work:
- Free Midco internet & TV
- Great opportunities to get involved in volunteerism
- Generous 401(k) match and paid time away from work
programs
- And many more
Visit to learn about employment opportunities and apply today.
Midco is an Equal Opportunity/Affirmative Action Employer. All
qualified applicants will receive consideration for employment
without regard to sex, gender identity, sexual orientation, race,
color, religion, creed, national origin, disability, protected
Veteran status, age, marital status, status with regard to public
assistance, familial status, membership or activity in a local
commission, or any other characteristic protected by law. To view
our full EEO and federal contractor supplemental posters, please
refer to . Equal Opportunity Employer/Protected
Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner
discriminate against employees or applicants because they have
inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as
a part of their essential job functions cannot disclose the pay of
other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is
(a) in response to a formal complaint or charge, (b) in furtherance
of an investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: Midco, Lawrence , Business Support Technician - Associate, Professions , Lawrence, Kansas
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