About the job
Are you enthusiastic about technology and dedicated to providing exceptional customer support? Join NineStar Connect as a Support Center Technician and help us make a meaningful impact in our community! In this role, you will offer technical assistance via telephone, email, and click-to-chat for our phone, dial-up, TV, and broadband internet customers. Your responsibilities will include troubleshooting, answering inquiries, resolving service issues, and managing customer information while ensuring outstanding service for our members and partners.
Key Responsibilities:
- Deliver Tier 1 and Tier 2 technical support for various service-related issues such as email access, web authentication, service outages, power interruptions, and more through phone, email, and chat communications.
- Create, update, and close trouble tickets accurately while collaborating with internal teams to track, dispatch, and resolve customer issues efficiently.
- Process pre-installation service orders to guarantee a smooth onboarding experience for new customers.
- Monitor outage and alarm systems, ticketing platforms, and surveillance to promptly address service interruptions.
- Assist customers with payment processing, upgrading plans for improved speeds, and signing up for new services to enhance their experience.
- Occasionally provide field support or engage with customers in person for on-site troubleshooting and assistance.

