15 Jun 2012
Full-Time Support Reps (inbound tech support)
Job Description
Work at Home Support Representatives receive inbound calls from customers and provide technical support for the fiber optic TV, Internet, and phone service.
Agent Work-Space Requirements:
- Wired Webcam – capable of viewing the entire work area in the home
- Headset
- Monitor 19 inch or larger
- Broadband Internet
- Must have a dedicated workspace area (room with a door)
- Must be aware and comply to a “clean desk” policy
- Answer customer question(s) (e.g., provide order/ trouble status)
- Perform logical troubleshooting
- Document troubleshooting steps and confirm resolution of reported trouble
- Guide the customer through a battery of self-help installation and repair opportunities
- Service activation support for voice service calling features
- Provide affiliated ISP support
- Listen to customers and comprehend reason for call (e.g., status, trouble report)
- Perform other duties as required
Required Education: High school diploma or GED
Required Experience:
- Customer Service Skills experience (1 year)
- Must successfully pass background and drug test
- PC knowledge
- Functional Literacy
- Operational knowledge
- Keyboard proficiency
- Technical background and experience a plus
kgb is an equal opportunity employer. We offer equal employment opportunities to all persons without regard to race, color, religion, creed, sex, national origin or ancestry, age, handicap, disability, veteran status or any other classification protected by applicable state law. Applications are active for one year.