Job Description

PURPOSE

The Technical Solutions Advisor is responsible for the functions necessary to perform analysis and troubleshooting via telephone, email, and web chats for voice, video, and internet services. The focus is on 100% customer satisfaction, demonstrated through talking and responding to customers, clients, contractors, and vendors about products and resolving their issues and/or problems. Technical Solutions Advisors are considered disaster recovery employees and, as such, may be required to work periodically from home and must meet requirements of the "Work at Home Call Center Policy." If the Technical Solutions Advisor meets corporate and departmental guidelines, this position qualifies for a work-from-home arrangement.

Duties And Responsibilities

• Provide support to operations with day-to-day maintenance issues. Escalate real-time complex technical issues to the appropriate party only after exhausting all means of handling within and considering the company's financial impact.
• Coordinate the clearance and correction of trouble for RF, IPTV, streaming video, internet access, fixed wireless, and telephone services.
• Communicate with customers using in-depth interviews to solve service issues.
• Work continuously on a task until completion or referral to third parties if appropriate. Follow up and be sure issues are resolved and the customer is satisfied.
• Prioritize and manage several open issues via different media at one time.
• Process trouble reports using appropriate systems with accurate documentation of customer interaction and the engagement of internal and external support teams as necessary.
• Support new applications.
• Communicate effectively with other Technical Solutions Advisors, departments, and customers regarding the disposition and status of trouble.
• Identify and troubleshoot recurring problems to find permanent solutions.
• Position EPB and our broadband partners as a provider of choice.
• Available to work any assigned shift in a 24/7/365 call center work environment. Available to work at least 70% of the time when asked.

Education And Experience

• Any combination of education and work experience equivalent to graduation from high school and/or any other combination of education, training, or experience that provides the required technical knowledge, skills, and abilities.
• 1 year of related experience or training in a technical environment.
• Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
• Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
• Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS
• Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
• Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
• Antivirus Software – familiarity with the function and operation of popular antivirus software suites.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
• Strong working knowledge of common technical issues to offer support when needed.

Certifications & Other Requirements

• Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
• Self-motivated with a can-do attitude.
• Ability to demonstrate professionalism and optimism via verbal communication with peers and end-users.
• Ability to show technical knowledge through pre-employment assessments.
• Ability to adapt to new procedures with minimal interruption.

PHYSICAL DEMANDS

• The work environment typically represents a standard office setting.
• Work day and night, including weekends.
• Communicate effectively for long hours.

May perform other duties as assigned. All employees, under their job duties, should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines.

EPB provides electric and communications services, which are considered critical infrastructure by the Department of Homeland Security. This EPB job is essential to support this critical infrastructure and may be required to work onsite or in the field to maintain these services.

About The Selection Process

Phase 1: Apply at epb.com/careers.

Phase 2: Application evaluation by our recruiting team.

Phase 3: Phone conversation with recruiter and technical assessment.

Phase 4: Virtual panel interview with recruiter and hiring manager(s).

Phase 5: Offer extended, if selected.

Phase 6: Background Check & Drug Screen.

Benefits

You’ll enjoy competitive compensation including outstanding benefits and perks that fit your life, including:

• Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
• Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
• Funding a Financial savings program that helps you plan your future - 401K
• Volunteer Opportunities

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