Technical Support Advisor

TDS Telecom is hiring a Technical Support Advisor to deliver 24/7/365 contact center support for TDS customers. This 100% remote role centers on diagnosing, troubleshooting, and resolving residential, small business, and commercial product and service issues while maintaining a strong customer experience.

In a virtual call center setup, you will take inbound calls, create and update trouble tickets, and work through customer concerns efficiently until the issue is resolved. You will also collaborate across teams when higher-level attention is needed for commercial customers.

Responsibilities

• Provide first contact support for small and large business voice, video, data, and premium commercial product issues.
• Use exceptional customer service skills to minimize escalations by taking ownership of customer-reported issues.
• For commercial customers, engage other departments on the customer’s behalf to help resolve trouble.
• Assist customers with Internet configurations and settings.
• Answer calls in a Virtual Call Center environment by generating trouble tickets and updating them as needed until resolution.
• Interface between customers and technicians by gathering required information via scripts and troubleshooting experience, then documenting details in a trouble ticket.
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner to meet service level requirements.
• Maintain knowledge of relevant TDS product offerings and technology.
• Respond, troubleshoot, and if necessary generate trouble tickets for residential, small, and large business voice, data, and premium product issues, including:
  • Using programs including ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal, and web-based access to switches and Goldmine.
  • Researching, resolving, recording, and responding to customer-initiated requests for assistance such as voice, dialup, Internet, High Speed Internet, Business data, Remote PC, and Video services.
  • Educating customers to reduce repeat calls.
  • Defusing high-tension situations using empathy, proposing alternatives, and negotiating credits when appropriate, escalating to the next level of support when needed.
• Complete offline tasks in Right Now Web and/or in chat assigned to the Customer Repair Advisor Support Team.
• Participate in project team initiatives and subject matter expert tasks, including application testing.
• Assist management with technical training.
• Respond to customer inquiries via Right Now Web, email, chat, outbound call, and related channels.
• Provide knowledge base and process document enhancement recommendations.
• Maintain regular attendance and promptness, as absenteeism and tardiness directly affect the ability to meet customer needs.
• Support process improvement by providing feedback to management on root cause analysis and recommended solutions.

Requirements

• 1+ years of customer service, help desk, troubleshooting, or call center experience.
• Ability to follow TDS attendance guidelines to meet business needs and customer obligations.

Technologies

• ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv
• Support Portal, Web-based access to switches
• Goldmine
• Right Now Web, chat, email

Benefits

• Medical, Dental, Vision coverage starting on day 1 of employment.
• Excellent 401(k) plan with 100% matching on 3% and 40% matching on 2%.
• 3 weeks of vacation time and 2 weeks of sick time accruing starting on your first day.
• Discounts on TDS services.
• Tuition assistance after working with TDS for 1 year.
• Life Insurance.
• Generous Vacation & Paid Sick Leave.
• Seven Paid National Holidays & One Floating Holiday.
• Paid Parental Leave (6 weeks after 12 months of employment).
• Adoption & Surrogacy Assistance.
• Employee Assistance & Wellness Programs.
• Short-Term & Long-Term Disability.
• Education Assistance.
• Paid Volunteer Time.
• Associate Resource Groups.

Additional benefits by schedule

• Associates scheduled to work 20+ hours/week have access to medical, dental, vision, life insurance, 401(k), vacation and paid sick leave, paid holidays, paid parental leave, and adoption/surrogacy assistance, plus employee assistance and wellness programs.
• Associates working 30+ hours/week additionally have access to Short-Term & Long-Term Disability, TDS service discounts, education assistance, and paid volunteer time.
• All associates will have the opportunity to participate in Associate Resource Groups.

Job details

• Location: Remote (100% remote)
• Starting pay: $18.50/hr
• Pay transparency: $17.66/hr - $26.48/hr
• Starting pay expectation: base pay rate expected to be $18.50 per hour
• Required shifts: work Saturday and/or Sunday
• Starting shift times vary, with many having late evening hours (additional $1 for shifts starting after 11am)
• Start date: September 28, 2026
• Paid remote onboarding and training: 5 weeks, Monday-Friday, 8:00am-4:30pm CST