Technical Support Representative

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    "requisitionDescription": "<div><div><p><link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"></p><div><div style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; clear: both; cursor: text; overflow: visible; position: relative; direction: ltr; color: rgb(0, 0, 0); font-family: \"Segoe UI\", \"Segoe UI Web\", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;' id=\"isPasted\"><div style='-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; clear: both; cursor: text; overflow: visible; position: relative; direction: ltr; color: rgb(0, 0, 0); font-family: \"Segoe UI\", \"Segoe UI Web\", Arial, Verdana, sans-serif; font-size: 12px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;' id=\"isPasted\"><p id=\"isPasted\"><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Definition of the position:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">At Citynet, we listen to our customers! We are looking to expand our award-winning network operations center at our corporate headquarters in Bridgeport, WV. Do you enjoy a culture of collaboration and commitment to excellence in customer service? Do you enjoy brainstorming solutions and helping clients with various technical questions? Do you smile when you answer calls in a professional and courteous manner? If so, then&nbsp;you just&nbsp;may qualify to become a member of the Citynet family as a Technical Support Technician/CSR. Apply today and get started on your path in the exciting world of communications and systems technology.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Citynet is a growing, regional, full-service provider of telecommunications services and business technology solutions. Headquartered in Bridgeport, WV, we also have offices in Charleston and Morgantown, WV; Cincinnati and Columbus, OH &amp; Pittsburgh, PA.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Essential Functions and Responsibilities of the position:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Incoming calls&ndash; The Technical Support Center Representative&nbsp;is responsible for&nbsp;answering all incoming calls&nbsp;in regards to&nbsp;new signups, cancellations, troubleshooting, etc. on digital phone service, helping customers, &amp; other business solutions.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Callbacks&ndash; A Technical Support Center Representative&nbsp;is responsible for&nbsp;making callbacks to customers according to the tickets currently assigned to the department. These callbacks can range from a Courtesy Call to a customer to ensure that their service is working correctly, to following up with a customer after an outage.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Past Due/ACH Return calls&ndash; A Technical Support Center Representative&nbsp;is responsible for&nbsp;calling Past Due tickets for ISP and VOIP customers that are&nbsp;45 days&nbsp;behind on their bill or customers that have an ACH payment that has come back as invalid. The Technical Support Center Representative must call these tickets until contact is made, a payment has been received, or the account is suspended for failure to pay the bill.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Collections call&ndash; A Technical Support Center Representative&nbsp;is responsible for&nbsp;calling&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Collections tickets. This involves contacting customers in which their account has been canceled for 30+ days, and the balance has not been paid.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Check Processing&ndash; A Technical Support Center Representative&nbsp;is responsible for&nbsp;posting checks that customers send in for their accounts. The Technical Support Center Representative must ensure that the payment is posted to the right accounts, and then once all payments are posted, they must reconcile the payments posted with a report found in&nbsp;iTraxx.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Invoicing&ndash; A Technical Support Center Representative&nbsp;is responsible for&nbsp;preparing customer invoices to be mailed out. This process involves inserting a return envelope inside of the main mailing envelope and then placing the customer&rsquo;s invoice inside. Afterward, sealing and stamping the envelope to be mailed out.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Assigned Tickets&ndash; Throughout the course of the day, a Technical Support Center Representative will be assigned tickets by Technical Support Center Representative Supervisors.&nbsp;The Technical Support Center Representative is responsible for taking care of the ticket(s) in a timely manner.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Monitor&nbsp;NetPulse&nbsp;Alerts&ndash; The Technical Support Center Representative is responsible for monitoring any&nbsp;NetPulse&nbsp;alert that is received. If an alert is flagged as down or site not communicating, a notice of the device status must be called/emailed to the alert contact, unless otherwise noted in a special note on the customer&rsquo;s account.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Maintenance Notifications&ndash; The Technical Support Center Representative is responsible for reaching out to customers in order to advise them of upcoming&nbsp;maintenance&#39;s&nbsp;being performed by Citynet, and its Vendors.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Network Monitoring&ndash; The Technical Support Center Representative is responsible for monitoring tickets, servers, routers, and circuits throughout the course of a shift.&nbsp;Occasionally calls will need to be made to assist customers who have concerns that need to be addressed.&nbsp;The representative&nbsp;is responsible for&nbsp;knowing who is on call and making sure all parties are aware of outages&nbsp;in a timely manner.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Transport/Voice Ticketing&ndash; The Technical Support Center Representative is responsible for properly documenting trouble reports from customers in order to get a speedy resolution.&nbsp;Occasionally, the Technical Support Center Representative will be asked to contact a LEC to open a trouble ticket, obtain a status update or escalate a current issue.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Digital Phone Shipping&ndash; The Technical Support Center Representative&nbsp;is responsible for&nbsp;completing tasks that pertain to the shipment of our Digital Phone Service equipment. This includes emailing return labels for customers needing to send back our equipment. Related tickets are created automatically by the system or are assigned by the Technical Support Center Supervisors, Management, or other Support Center staff.&nbsp;The Technical Support Center Representative will work closely with fellow employees to ensure devices are in stock, are in good working order, and are processed in a timely manner.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Global Mailboxes&ndash; The Technical Support Center Representative&nbsp;is responsible for&nbsp;checking the Citynet Global Mailboxes. They will review the e-mails and act upon them accordingly to be worked on if needed.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Midnight Shift Report&ndash; The Technical Support Center Representative&nbsp;is responsible for&nbsp;creating a&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Midnight Shift Report prior to the end of their Midnight Shift at 8:00 am.&nbsp;This report is to include any and all active transport tickets, circuits showing down in Solar Winds, critical services in Nagios and ColdFusion.&nbsp;The report will also include status updates on the Call Volume, Phone Status, Power Status, On-Call Engineer Contacts throughout the shift, and upcoming Scheduled Maintenance.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">Kitchen Duties&ndash; The Technical Support Center Representative&nbsp;is responsible for&nbsp;maintaining&nbsp;cleanliness in the Kitchen &amp; Call Center areas. This includes vacuuming the Call Center, wiping down the tables/countertop/appliances, cleaning the coffee pot area, and&nbsp;maintaining&nbsp;the dishwasher.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Qualifications required for the position:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">A two-year degree in Technology, Business Management or a related field,&nbsp;or the equivalence&nbsp;experience is preferred.&nbsp;Word processing, computer skills, and excellent communication skills are essential, as well as knowledge of standard office equipment.&nbsp;A valid driver&#39;s license is preferred.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Work Environment:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">This position&nbsp;resides&nbsp;primarily in a typical office environment where teamwork is a high priority. Some travel is necessary.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Additional Responsibilities:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">This position involves rotating shift work and requires the employees to be flexible in their work schedule.&nbsp;Overtime is sometimes needed in the event of call-offs, or important tasks that need to be completed.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Personal Characteristics:&nbsp;</strong></span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">The TSC/CSR represents the company and therefore needs to be mindful of this, at all times, when communicating and conducting business.&nbsp;The representative should strive to be a &quot;model employee&quot; with regards to professionalism, dependability, and reflect a positive attitude and team spirit.&nbsp;Ideally, this representative would&nbsp;exhibit&nbsp;tactfulness, diplomacy, and discretion, good judgment, highly developed&nbsp;management and organization skills,&nbsp;initiative&nbsp;and the ability to work independently, are creative, versatile,&nbsp;pro-active&nbsp;and adaptive.&nbsp;Patience is essential in this position as well as the ability to prioritize duties, make quick and effective decisions and multitask.&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\">&nbsp;</span></p><p><span style=\"font-size: 14px; font-family: georgia, serif;\"><strong>Benefits: &nbsp;</strong></span></p><ul><li style=\"font-size: 14px; font-family: georgia, serif;\">401(k)</li><li style=\"font-size: 14px; font-family: georgia, serif;\">401(k) matching</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Dental insurance</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Disability insurance</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Health insurance</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Health savings account</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Life insurance</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Long term disability</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Paid time off</li><li style=\"font-size: 14px; font-family: georgia, serif;\">Vision insurance</li></ul></div></div></div></div></div>\n",
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