Technical Support Representative

Job Title:Technical Support Representative

Reports to:Technical Support Supervisor

FLSA Status: Non-Exempt

Department:CX - Call Center- Technical Support

Location:Remote - Florida or Houston, TX

About our company

Blue Stream Fiber provides all customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products all over 100% gigabit-capable networks. With a 45-year history of providing customers with local and high-touch customer service and world-class future-proof technology, Blue Stream Fiber has become a trusted telecommunications partner throughout Florida.

Our Mission Statement:

We earn the trust of communities to provide their essential connection to the world, Internet Service. Using our service will improve our customers' daily experience, because for once, they will have Internet, TV and Phone that just works right every day and is backed by a team that cares.

Our Vision Statement:

To push the bar higher each day, to never stop listening to our customers and to provide a service that is clearly better than anyone else.

Why work for us:

• Industry leader for over 45 years.
• Great culture and support team.
• Dynamic and collaborative team environment.
• Eligibility to enroll in medical benefits after one month, as well as 401K plan.
• PTO & Paid Holidays.
• Strong company commitment to community outreach initiatives.
• Recipient of multiple industry awards, including Best Places to Work, Innovation, Leadership and Readers' choice.

About the role:

This is a remote role including a 5-week required training.

The contact center representative at Blue Stream is one of the superheroes of our customer service team. With their expert problem-solving skills and top-notch ability to communicate effectively, they will troubleshoot any inquiry with confidence and accuracy. They know the importance of building strong customer relationships and are committed to upholding Blue Stream's reputation for outstanding service.

Responsibilities for this role:

• Answer incoming calls to provide technical support and resolve customer issues related to Blue Stream products and customer equipment.
• Help customers with billing questions, payments, changes to their services and any customer account related inquiries.
• Resolve customer reported service issues to minimize the need for on-site technician visits.
• Diagnose network and service issues and draw conclusions based on data, taking consistent and effective action.
• Accurately assess and prioritize resource allocation to resolve network impairments and failures.
• Deliver superior customer experience by actively listening and ensuring effective communication of information.
• Represent the company in a positive and professional manner while minimizing the need for further customer escalation.
• Maintain regular and consistent attendance, including the ability to work nights, weekends, holidays, variable schedules, and mandatory overtime as needed.
• Other duties as assigned.

Requirements for this role:

• Identifies issues, draws conclusions from data, and takes appropriate action based on available information.
• Establishes proper courses of action to complete work efficiently and within proper time limits.
• Maintains stable performance under pressure and handles stress in a manner acceptable to the organization.
• Possesses and applies technical/professional expertise required for effective problem solving and product/service management.
• Set high standards for self and takes responsibility and accountability for successfully completing tasks to self-imposed standards of excellence.
• Finally, you will need to wear a telephone headset to communicate effectively with customers and team members.

General Qualifications:

• High school diploma
• Two years of related experience in a call center environment preferred.
• We require a minimum internet speed of 50 Mbps download and 10 Mbps upload. A speed test will be required.
• A designated work area free from any distractions or interruptions
• Ability to attend five weeks of paid training.

Additional Job Considerations

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• frequently required to sit, stand, bend at the knees and waist, and walk.
• required to use hands to type, handle objects and paperwork.
• required to reach and hold on to items at chest level or reach above the shoulder.
• required to use close vision and focus.

Blue Stream Fiber is an affirmative action and equal opportunity employer, our team has a wide range of backgrounds and experiences, and we value:

• Accountability
• Innovation
• Teamwork
• Diversity & Inclusion
• Dependability
• Integrity

We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital state, sex, sexual orientation, disability, veteran status, or any other classification protected by federal, state, or local law.