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Tech Support Rep.

Company Name:
Shentel
I. Job Summary:
Provides Shentel Customers Tier 1 technical support regarding Cable TV, Internet and Telephone services (both traditional pots and voip).
II. Duties and Responsibilities:
o a. Answers telephone calls from customers.
b. Perform basic troubleshooting for Telephone, CATV, Internet connections and e-mail.
c. Provide technical support via phone, e-mail and Chat for all Shentel services.
d. Enter customer calls and service activities in the customer record system.
e. Enter customer trouble in data base for required help beyond basic support.
f. Provides supervisor with service/trouble related reports.
g. Interface with other departments including: Operations, Customer Service, and IT to resolve customer issues.
h. The ability to multi task.
i. Responsible for following, supporting and enforcing all internal control processes and procedures.
III. Qualification Requirements:
o a. Education: High School Diploma or GED equivalent
b. Experience: 1 -2 years call center experience. Computer, cable, phone support experience a plus.
c. Skills Summary: Must be able to communicate clearly in both written and verbal form.
d. Recommended but not required: A+ certification, any network certifications.
IV. Knowledge of:
o a. Skills: Knowledge of basic network protocols. PC and Operating systems. Basic Knowledge of Cable and telephone services and how they work. Knowledge of DSL,Dial up and Cable Internet services and Email.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. Theincumbents may be requested to perform tasks other than those stated in this description. The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.
Requisition ID: 429BR
Title: Tech Support Rep.
Employment Status: Part-Time Regular
Division: Customer Service
City: Lynchburg
State: VA

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