PURPOSE

The Bilingual Technical Solutions Advisor is responsible for the functions necessary to perform analysis and troubleshooting via telephone, emails, web chats for voice, video, and internet services. Focus is on 100% customer satisfaction, and demonstrated through talking and responding to customers, clients, contractors, and vendors about products and resolving their issues and/or problems therein. Bilingual Technical Solutions Advisors are considered disaster recovery employees and, as such, may be required to work periodically from home and must meet requirements of the "Work at Home Call Center Policy."

DUTIES AND RESPONSIBILITIES

• Provide support to operations with day to day maintenance issues and escalate real time complex technical issues to appropriate level and/or vendor and contractor, only after exhausting all means of handling within and taking into consideration the financial impact of the company.

• Coordinate the clearance and correction of trouble for RF, IPTV and streaming video, internet access, fixed wireless, and telephone services.

• Communicate with customers using in-depth interviews to solve service issues.

• Work continuously on a task until completion or referral to third parties if appropriate. Follow-up and be sure issues are resolved and customer is satisfied.

• Prioritize and manage several open issues via different media at one time.

• Process trouble reports using mechanized systems with accurate documentation of customer interaction and the engagement of internal and external support teams as necessary.

• Support new applications.

• Communicate effectively with other Support Technicians, departments, and customers regarding disposition and status of trouble.

• Identify and troubleshoot recurring problems to find permanent solutions.

• Position EPB and our broadband partners as provider of choice.

• Available to work first, second, or third shift; Work overtime 70% of the time when asked.

  EDUCATION AND EXPERIENCE

• Any combination of education and work experience equivalent to graduation from high school, and/or any other combination of education, training or experience that provides the required technical knowledge, technical skills, and technical abilities.

• One year related experience or training in a technical environment.

• Excellent customer service, oral & written communication, interpersonal, problem solving, and teamwork skills.

• Working knowledge of common residential hardware including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart tv's, security cameras, printer connectivity, etc.

• Working knowledge of common residential operating systems (current and recently obsolete) including Microsoft Windows, Apple OS, and various mobile OS

• Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and work sheets from accidental changes, efficient data entry for repetitive action.

• Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.

• Anti-virus Software – familiarity with the function and operation of popular antivirus software suites.

• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail oriented manner.

• Strong working knowledge of common technical issues to offer support when needed.

CERTIFICATIONS AND OTHER REQUIREMENTS

• Bilingual in English and Spanish required.