Job Information
BUCKEYE BROADBAND Technical Support Agent in Northwood, Ohio
Job Description
The Technical Support Specialist (Brainiac -- Tier 1) is responsible for the first call resolution and troubleshooting of Buckeye's voice, video, and data products as well as basic Brainiac subscriber calls. The Brainiac -- Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac --Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time. The Brainiac -- Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel. The Brainiac -- Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.
Education and Experience
- High School Diploma/GED -- required
- Certify within 12 months to be a Brainiac -- Tier 2 - required
- Previous experience in a Help Desk environment -- preferred
- Knowledge of cable modem/hybrid fiber-coax network architecture -- preferred
- Knowledge of telephone system terms and equipment -- preferred
- Knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols -- preferred
- Previous experience with electronic video equipment -- preferred
Core Competencies
- Accountable -- See it, Own it, Solve it, Do it; Hold each other accountable;
- Agile -- Embraces change; adaptable and flexible; sense of urgency;
- Collaborative -- Teamwork, Proactive knowledge sharing, Constructive Conflict;
- Customer Focused -- External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
- Innovative -- Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
Applications accepted online at www.buckeyebroadband.com
