Michigan Broadband Services is looking for multiple Level 2 Technical Support Technicians to join our growing team. The Level 2 Support Technicians will report onsite to our Escanaba, MI office. The ideal candidate will have exceptional customer support skills and will be responsible for utilizing our in-place systems to enter and resolve end-user tickets in a timely and accurate manner. The Level 2 Technical Support Technician will report to the Level 2 Technical Support Manager. Our Level 2 Technical Support has extended business hours, and our Level 2 Technical Support Technicians will work rotating shifts that require some evenings, weekends and holidays as necessary.
RESPONSIBILITIES:
- Always deliver excellent customer experiences to our end-users in all interactions.
- Resolve new and escalated service tickets with minimal oversight, persevering until resolved.
- Handle inbound support requests with first-call resolution as a priority utilizing our in-place systems and diagnostic tools.
- Enter and close customer support requests in our internal system.
- Work directly with end-users in a timely, professional and courteous manner.
QUALIFICATIONS:
- Associate’s degree in technology related field or a combination of education and work experience.
- Knowledge of FTTH, DSL and VoIP technology
- Excellent problem solving and client relationship skills
- Ability to learn and retain new technology skills for troubleshooting processes.
- Must be a team player and present yourself professionally in high stress situations
BENEFITS (for Full Time employees):
- Health, dental and life insurance
- 401(k) with match
- Paid time off
- Holiday pay
