Technical Support Specialist - Part-time

Great Plains Communications is looking for a Part-time Technical Support Specialist to provide an escalated level of technical support for the Internet and Voice lines of business. Will serve as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians. Communicates with the GPC Service Assurance team regarding widespread residential service outages. Identifies... areas for improvement in Tier 1 troubleshooting and provides procedures and training as required. THIS POSITION IS PART-TIME AND WILL INCLUDE WORKING WEEKENDS. The position can be fully remote after initial in-house training of approximately 6-8 weeks in Blair. Occasional in-house meetings to the Blair, NE office is required. Duties Include: ¨ Provides resolution of customer-related Internet, Voice, IP Video, Wireless, and Home Security service problems ¨ Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC. ¨ Provides end-to-end resolution of all escalated tickets in a timely manner. ¨ When necessary, answers customer questions pertaining to connecting, browsing, networking, and email while using our Internet services. ¨ When required, creates internal trouble ticket that is routed to local technician. ¨ Monitors ticket close times to assure prompt resolutions. ¨ Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively. ¨ Follows appropriate processes for problem documentation, assignment, escalation, and tracking. ¨ Analyzes problems with customer premise equipment: modems, routers, bridges, firewalls, wireless APs, etc. ¨ Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately. ¨ Answers calls and interacts with all customers in a friendly and professional manner. ¨ Interacts with GPC field personnel to provide resolution to customer-related Internet service problems. Ideal candidate will be a high school graduate or equivalent and have additional technical training. Desired experience - 2 years’ experience with Internet-related computing systems (PCs and servers) and IP networks. Experience in a multi-faceted network (Voice, Video, Data) 6+ months experience in a customer service environment Competitive salary and benefits provided. EOE. Visit www.gpcom.com/careers to apply. Great Plains Communications is one of the largest privately-owned telecommunications providers in the Midwest, serving communities throughout Nebraska, Iowa, Colorado and Southeastern Indiana. Business and enterprise services range from traditional and cloud-based voice and data products to installation and support of strategic networks with fully scalable, managed Ethernet solutions. The company also takes pride in its progressive approach to accommodating the unique needs of wholesale customers, including regional and national telecommunications carriers, LECs, ISPs, wireless and other providers utilizing superior custom engineering and custom-build strategies. In addition, the company serves residential customers with an impressive suite of services including high speed Internet, cable and streaming video, and local and long-distance telephone services. At the core of its service offering is an extensive 16,500+- mile, MEF certified regional fiber network reaching 13 states that is fully supported by a 24x7x365, Network Operations Center. Founded in 1910 by E.C. Hunt as a Nebraska phone company, Great Plains Communications has evolved over the past century, keeping pace with technology and increasing bandwidth demands to become a leading regional network and fiber services provider. The company is headquartered in Blair, Nebraska and is owned by Grain Management, LLC: a leading private equity firm focused on investments in the Communications sector Apply Job!