Part-time Technical Support Specialist flexible hours

Rightfiber (formerly Great Plains Communications) is looking for a Part-time Technical Support Specialist (30 hours per week) to provide an escalated level of technical support for the Internet and Voice lines of business. Will serve as the Tier 2 escalation point for Customer Response Representatives and Broadband Technicians. Communicates with the GPC Service Assurance team regarding widespread residential service outages. Identifies areas for improvement in Tier 1 troubleshooting and provides procedures and training as required.

Flexible hours ** IDEAL POSITION** for College Student or Stay at home Moms!!

Applicants for this part-time position can live in the Omaha/Blair/Kearney/Chadron metro area. Required in office trainingduring first 6-8 weeks of hire.

There is an option to be fully remote after initial in-house training of approximately 6-8 weeks. Occasional in-house meetings to the Blair Kearney or Chadron office is required.

Duties Include:

Provides resolution of customer-related Internet Voice IP Video Wireless and Home Security service problems

Processes all tickets escalated by the Tier 1 customer support provider or calls transferred by the CRC.

Provides end-to-end resolution of all escalated tickets in a timely manner.

When necessary answers customer questions pertaining to connecting browsing networking and email while using our Internet services.

When required creates internal trouble ticket that is routed to local technician.

Monitors ticket close times to assure prompt resolutions.

Performs prescribed trouble shooting techniques to resolve customer service problems efficiently and effectively.

Follows appropriate processes for problem documentation assignment escalation and tracking.

Analyzes problems with customer premise equipment: modems routers bridges firewalls wireless APs etc.

Checks Internet voice messages and Email periodically and works on the reported problem or assigns tickets appropriately.

Answers calls and interacts with all customers in a friendly and professional manner.

Interacts with GPC field personnel to provide resolutions to customer-related Internet service problems.

Ideal candidate will be a high school graduate or equivalent and have additional technical training. Desired experience - 2 years experience with Internet-related computing systems (PCs and servers) and IP networks.

Experience in a multi-faceted network (Voice Video Data)

6 months experience in a customer service environment

Rightfiber formerly Great Plains Communications is built on a legacy of delivering reliable connectivity while embracing a bold vision for the future. Backed by Grain Management Rightfiber brings together two companies with more than a century of experience each to create one of the nations largest privately held fiber broadband platforms. Serving more than 400 communities across 20 states Rightfiber delivers fast reliable fiber internet and technology solutions to nearly 300000 homes and businesses.

While our brand is new our commitment remains the same providing dependable service personalized local support ongoing investment in our fiber network and meaningful connections that strengthen the communities we serve.

Rightfiber. Right By You.