Technical Service Representative FLSA Status: Non-Exempt
General Definition of Work
Performs
intermediate technical work providing support to customers on a variety of
broadband services and issues, and related work as apparent or assigned. Work is performed under the moderate
supervision of the assigned departmental supervisor.
Qualification Requirements
To perform this job successfully, an individual must
be able to perform each essential function satisfactorily. The requirements listed below are
representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to
enable individual with disabilities to perform the essential functions.
Essential Functions
Performs
duties in accordance with the City's keys to excellent customer service.
Diagnosing
and troubleshooting computer and related equipment problems.
Answers
and resolves help desk calls from broadband customers.
Uses
remote connection software to obtain control of computers in remote locations
and repair user problems.
Provisioning
customer accounts in Enhanced Telecommunications, Inc. Triad application.
Schedules
and coordinates broadband service installations.
Submits
and monitors work orders using web based systems.
Monitors
network systems and facilities problem resolution as appropriate.
Works
with vendors and manufacturers to resolve software or hardware product issues.
Creates
documentation and procedures for troubleshooting broadband services.
Maintains
records of trouble calls and customer interactions.
Knowledge, Skills and Abilities
Some knowledge
of common computer hardware and software problems; some knowledge of
microcomputer hardware, software and other applications; some knowledge of web
based software and other applications; some knowledge of department and City
policies and procedures and federal, state and local laws and regulations;
skill in coordinating and managing several projects simultaneously; ability to
establish and maintain effective working relationships with associates.
Education and Experience
Associates/Technical
degree and minimal experience in customer service in an associated field, or
equivalent combination of education and experience.
Physical Requirements
This work
requires the occasional exertion of up to 10 pounds of force; work regularly
requires sitting, speaking or hearing, using hands to finger, handle or feel
and reaching with hands and arms and occasionally requires standing, walking,
climbing or balancing, stooping, kneeling, crouching or crawling, pushing or
pulling and lifting; work requires close vision and ability to adjust focus;
vocal communication is required for expressing or exchanging ideas by means of
the spoken word; hearing is required to perceive information at normal spoken
word levels; work requires preparing and analyzing written or computer data,
visual inspection involving small defects and/or small parts and observing
general surroundings and activities; work has no exposure to environmental
conditions; work is generally in a moderately noisy location (e.g. business
office, light traffic).
Special Requirements
Valid driver's
license in the State of