Experienced Part-time Technical Support Specialist for Internet and Voice Services - Remote Opportunity with Great Plains Communications

Introduction to Great Plains Communications

Great Plains Communications is a leading regional telecommunications provider, proudly serving communities across the Midwest, including Nebraska, Iowa, Colorado, and Southeastern Indiana. With a rich history dating back to 1910, our company has evolved to meet the growing demands of technology and bandwidth, becoming a trusted name in the industry. We offer a comprehensive suite of services, including high-speed Internet, cable and streaming video, local and long-distance telephone services, and innovative business solutions. Our extensive 16,500+-mile, MEF-certified regional fiber network spans 13 states, supported by a 24x7x365 Network Operations Center.

Job Overview

We are seeking an experienced and skilled Part-time Technical Support Specialist to join our team, providing exceptional technical support for our Internet and Voice lines of business. As a Tier 2 escalation point, you will work closely with our Customer Response Representatives and Broadband Technicians to resolve complex customer issues. This is a unique opportunity to work remotely, with an initial 6-8 weeks of in-house training in Blair, Nebraska, followed by occasional in-house meetings.

Key Responsibilities

• Provide resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems in a timely and efficient manner
• Process all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC, ensuring prompt and effective resolution
• Answer customer questions pertaining to connecting, browsing, networking, and email while using our Internet services, providing clear and concise guidance
• Create internal trouble tickets and route them to local technicians as required, ensuring seamless issue resolution
• Monitor ticket close times to assure prompt resolutions, meeting our high standards of customer satisfaction
• Perform prescribed troubleshooting techniques to resolve customer service problems efficiently and effectively, utilizing your technical expertise
• Analyze problems with customer premise equipment, including modems, routers, bridges, firewalls, and wireless APs, to identify and resolve issues
• Interact with GPC field personnel to provide resolution to customer-related Internet service problems, ensuring a collaborative approach to issue resolution

Essential Qualifications

• High school graduate or equivalent, with additional technical training or certification
• 2+ years of experience with Internet-related computing systems (PCs and servers) and IP networks, with a strong understanding of networking fundamentals
• 6+ months of experience in a customer service environment, with a proven track record of providing exceptional customer support
• Experience in a multi-faceted network (Voice, Video, Data) environment, with a strong understanding of telecommunications systems

Preferred Qualifications

• Technical certifications, such as CompTIA A+ or Cisco CCNA, demonstrating your expertise and commitment to ongoing learning
• Experience with ticketing systems and CRM software, with a strong understanding of how to leverage technology to drive efficient issue resolution
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and external partners

Skills and Competencies

• Strong technical knowledge of Internet and Voice services, including networking protocols and architectures
• Excellent troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions
• Strong customer service skills, with a focus on providing exceptional support and ensuring customer satisfaction
• Ability to work independently and as part of a team, with a strong sense of collaboration and teamwork
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Career Growth Opportunities and Learning Benefits

At Great Plains Communications, we are committed to the growth and development of our employees. As a Part-time Technical Support Specialist, you will have access to ongoing training and development opportunities, including technical certifications and professional development programs. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer support and driving business success.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, respect, and teamwork. We believe in fostering a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed. As a remote employee, you will be part of a dynamic team that is committed to delivering exceptional results and driving business success.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. You will also have access to a range of perks and discounts, including discounts on our services and products, and opportunities for professional development and growth.

Conclusion

If you are a motivated and skilled technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Part-time Technical Support Specialist with Great Plains Communications, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. Apply today and take the first step towards a rewarding and challenging career with a leading regional telecommunications provider.

Visit our website to apply for this exciting opportunity and join our team of dedicated professionals.