Technical Support Representative

Twin Lakes Communications is seeking an energetic, customer-oriented individual for a full-time Technical Support Representative position to provide help desk support to our valued customers. This position provides the first level technical support in a collaborative work environment. This position will work directly with customers to provide technical support and problem resolution using various means of communication such as phone calls, e-mail, and chat. This is a call center environment requiring professional level customer service. Technical Support Representatives may be required to work evenings, weekends, holidays, and to be on-call as scheduled.Functions of the Position:

Provide technical assistance to answer questions or resolve problems using various communication methods.

Assist with installation and testing of customer premise equipment using various communication methods.

Utilizes team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues.

Monitors Network Management Systems to proactively identify and resolve network issues.

Performs all record keeping functions as directed.

Functions and abilities listed are not all inclusive of the job description.Qualifications and Requirements:

Must possess a High School diploma or equivalent. Candidates possessing IT certifications and technical support experience are preferred.

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- Possess comprehensive knowledge of personal computer uses and basic IT concepts.

- Proficient in using and supporting common IT related systems, including various versions of Microsoft Windows, Office, macOS, mobile devices, networking components, remote access software, and antivirus software.

- Must be able to work days, evenings, weekends, or holidays as scheduled.

- Must be able to work be on call as necessary.

- Must

be an adaptive problem solver with well-balanced technical experience.

- Must possess strong oral/written communication.

- Must be a team player within the organization.