at Teksystems in Moline, Illinois, United States
Job Description
ISP Support Representative
100% remote
*Must reside in Illinois or Iowa
Technical+ Cable, Modem, Internet
+ Network & Telecommunications
+ Troubleshooting
+ Ticketing System
+ Windows
+ Phone, Email & Web Chat Support
Overview
This position is great for any recent computer science graduate or experienced call center agent. The position will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1 month training portion. The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process.Duties
+ Provide world-class customer support for ISP partners within a 24×7×365 environment.
+ Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies.
+ Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.
+ Answer inbound technical support phone calls, chats and emails related to partners.
+ Troubleshoot voice, data, video and connection issues for customers.
+ Identify, troubleshoot and assist customers with voice, data, video and connection issues.
+ Answer customer service related questions.
+ Track and record each phone call and provide a detailed description of the call.
+ Provide backup assistance for other Technical Support Representatives.
Start Date & Equipment
+ Start Date April 15
+ Equipment is provided and shipped the week of April 8
+ You will need to maintain your own internet connection
+ If your home internet goes down, you will need a backup plan to maintain good standing
Shift
+ 2nd shift schedule, 8 hour shift
+ Early 2nd shift (10am-7pm), Late 2nd shift (3pm-12am)
+ 2 days off per week, not consecutive
+ Will work 1 Saturday or Sunday per week
Environment
+ Work from home, must have reliable internet, childcare, and minimal distractions
+ 2 breaks per shift
+ Performance Evaluation
+ Attendance Evaluation
Pay Scale & Incentives
+ Base Salary $31,000 Annually
+ $1,000 Salary increase after 4 months
+ $100 Training Completion Bonus
+ $50-$100 Attendance Bonus-monthly
+ $250 Sign-On Bonus-4 months
+ $300 Loyalty Bonus- 8 months & 12 months
+ 15 PTO Days Accrued- 80 hr annual carryover
+ 401K Opportunity
About TEKsystems:We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
