Technical Support Advisor

Provides first contact support for small & large business voice, video, data, and premium commercial product issues. Demonstrates exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues. Provides a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble. Assists customers with Internet configurations and settings.

Answers calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved. Interfaces between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket. Diagnoses, troubleshoots, and resolves customer troubles in the most expeditious manner, thus achieving our service level requirements.