Blue Stream Fiber Orlando, FL
Oct 26, 2022Full time
POSITION HIGHLIGHTS The Technical Support Representative will facilitate interactions with customers in accordance with the Company’s service delivery strategy. Establishes rapport and promotes effective relationships, upholding Blue Streams’ commitment to the customer experience. Responsible for accurately and confidently trouble shooting customer inquiries. This position requires effective use of soft skills, including active listening and problem-solving skills, professional communications, and internal/external customer interactions. Exercises sound judgment with the scope of their empowerment and acts in the best interest of both the company and the customer. What your responsibilities will be in this role: Answer incoming calls regarding technical questions and problem resolution related to Blue Stream products as well as customer equipment. Handle billing overflow calls. Work to minimize and/or reduce truck rolls. Offers Blue Stream products and services to meet customer needs. Exercises sound judgment within the scope of their empowerment and acts in the best interest of both the customer and company. Diagnose network and service issues, following them through to resolution and draw conclusions based on data, take-action consistent with facts, constraints, and probable consequences Recognize and consistently react to situations that require you to be proactive • Accurately assess and apply severity standards to network impairments and failures Accurate and consistent ability to assess and make decisions regarding resource prioritization Deliver consistent and superior customer experience Keep leadership team aware of escalations and resolution status • Secures customer acknowledgement of resolution for escalated customer reported events Demonstrates active listening skills. Ensures mutual understanding and effective communication of information. Represents the company in a positive, professional manner. Minimizes need for further customer escalation. Regular, consistent, and punctual attendance. Must be able to work nights, weekend, holidays, variable schedule(s) and mandatory overtime as business dictates What you bring to the table: Makes customers’ needs a primary focus of one’s actions, developing and sustaining productive customer relationships. Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences. Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict. Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits. Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates. Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations. Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. General Qualifications: High School Diploma or 2 years of relevant experience Abila to communicate in the English language. Bilingual in any language is a plus Able to organize and prioritize effectively Proficient in Microsoft Office, Excel, and Power Point Key Competencies: Accountable – Take ownership and commit to get it right, the first time. Inclusive – Able to work in a collaborative style that highlights strengths, pushes you to reach your highest potential, and ensures an enjoyable and rewarding experience for all. Innovative – Be resourceful, creative, hungry, humble, and smart to develop world class products, services, and solutions. Respectful – Hold every assignment with regard for our customers and each other. Integrous – Be open, honest, and transparent with yourself, coworkers, customers, and stakeholders in every action. Diverse - Embrace unique thought processes to assist in making well-rounded decisions that ultimately benefits our team and our customers. Physical Demands/Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. frequently required to sit, stand, bend at the knees and waist, and walk required to use hands to type, handle objects and paperwork required to reach and hold on to items at chest level or reach above the shoulder required to use close vision and focus Why Join the Blue Stream Team? Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV, and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed Wi-Fi, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. People We take our role as trusted industry experts very seriously. We provide communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience from a local team that cares. We are a united team that operates following a clear set of core values that guide us in our everyday actions: At Blue Stream Fiber we celebrate diversity by employing people of diverse backgrounds, experiences, and unique thought processes. Blue Stream Fiber’s success is cultivated by a culture that empowers all employees to fulfill their professional goals.