Business Technical Support Specialist

FOCUS Broadband seeks a Business Technical Support Specialist for onsite support in Shallotte, NC, providing remote troubleshooting, coordination for on-site help, and reliable ticket documentation.

Responsibilities

• Receive and respond to business customer requests via telephone, email, and other support channels
• Troubleshoot service issues and deliver remote support to resolve problems when possible and reduce unnecessary truck rolls
• Provide technical support for business services including broadband, managed routers and switches, managed wireless networks, and IP-PBX phones and related equipment
• Support webmail/email and other supported business products and services
• Use remote desktop and other diagnostic tools to identify issues, determine resolution steps, and assist with customer implementation
• Create, update, prioritize, and route support tickets to BSG technicians, IT Support, and other departments; monitor ticket activity
• Review service orders and process applicable post-installation changes for billing accuracy
• Manage multiple concurrent customer issues and assignments in a fast-paced environment with frequent interruptions
• Program and configure business network and communications equipment for BSG and IT installations, including hosted phone handsets, managed routers, and switches
• Communicate clearly and professionally with customers and internal teams, verbally and in writing, including when explaining technical information
• Maintain regular, timely attendance
• Ability to work overtime and outside regularly scheduled hours as business needs require
• Perform other assigned duties and special projects
• Participate on behalf of the company in community and company-sponsored activities as requested
• Attend safety meetings, complete safety and security trainings, and maintain a safe working environment
• Continuously maintain and enhance job-related knowledge through professional learning and development

Requirements

• High school diploma or equivalent required; associate degree in a related technical field preferred
• CompTIA Network+ preferred at time of hire and required within 12 months of employment
• 2-3 years of technical support, service coordination, dispatching, or related experience preferred
• 2-3 years of call center experience preferred
• 2-3 years of experience working with ticketing software preferred
• Must have and maintain a good driving record and a valid driver’s license
• Ability to prioritize and manage multiple concurrent tasks in a fast-paced environment while maintaining accuracy and meeting deadlines
• Strong written and verbal communication skills with customers, coworkers, and business contacts
• Ability to perform detailed work accurately, including reviewing information for completeness and identifying discrepancies or errors
• Ability to learn and apply new processes, procedures, systems, and technical information through formal training and on-the-job instruction
• Knowledge of ticketing systems for accurately creating, documenting, updating, prioritizing, and tracking service or troubleshooting requests through resolution
• Knowledge of basic business telecommunications concepts and ability to learn FOCUS Broadband business products and services (broadband, managed routers and switches, IP-PBX/VoIP systems and equipment)
• Strong working knowledge of Microsoft Windows operating systems and applications; PC hardware and peripherals; printers; routers and switches; Ethernet and TCP/IP; networking hardware and topologies; and remote desktop/terminal server technologies
• Ability to use ticketing, remote-support, programming, configuration, and troubleshooting tools to diagnose, document, and resolve technical issues
• Ability to program and configure business network and communications equipment in accordance with established procedures
• Ability to analyze technical issues, determine troubleshooting steps, and identify when escalation or on-site support is required

Technologies

• Remote desktop
• CompTIA Network+
• Microsoft Windows operating systems and applications
• TCP/IP
• Ethernet
• Terminal server technologies
• Ticketing software

Benefits

• Competitive salaries
• 401k company contribution plus a tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and long-term Disability coverage
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life
• On-site clinic available Monday-Friday
• Wellness Bonus Program including gym reimbursement
• Tuition reimbursement
• Generous PTO & paid holidays

Physical Abilities

• Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks
• Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision
• Constantly communicate with customers, coworkers, and internal teams via phone, email, video, and other electronic methods
• Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision
• Occasionally move about the workspace to access equipment, materials, and collaborate with others
• Occasionally lift, carry, or move items up to 10 pounds
• Occasionally bend, stoop, or reach to perform job tasks

Working Environment

• Professional office environment with moderate noise levels
• Extended use of computer systems, multiple monitors, and communication tools throughout the workday
• Frequent interruptions, high call volumes, and time-sensitive tasks with competing priorities
• May include limited exposure to varying indoor environmental conditions (temperature fluctuations, noise, or dust)