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Technical Customer Service Representative

Tech Service Today, LLC Boynton Beach ,FL
  • Posted: over a month ago
  • $16 Hourly
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical, vision
Job Description

Seeking a technician and project coordinator to join our awesome team of local customer service agents that manage and coordinate all aspects of client solutions across North America and Canada.

Do you have a friendly, outgoing positive can-do attitude with exceptional communication & customer service skills? (like Disney/Ritz Carlton team members.)

Tech Service Today is a successful, well-established firm that provides IT, Telecom and Cabling services all across the US and Canada. We service some of America’s best-known companies and we are exploding with growth. Our success is predicated on providing excellent service – our service is predicated on great people. Due to our growth we are seeking to add a dynamic, highly skilled, responsible, motivated and driven technician who specializes in Low Voltage Cabling, Networking, Fiber, VOIP/PBX, PCs & Help Desk with a strong customer service background to our fast-paced team.

This is a full-time position that starts out as temporary and quickly converts to a permanent role after 30 - 90 days. Once permanent the positions offer excellent benefits including 100% coverage in health, dental, & vision insurance, 401K plus match, company cell phone service, nationwide gym membership and more. Come join a winning team!

Responsibilities:

  • Provide technical assistance with structured cabling, fiber optics, telecom systems, networks and computer hardware/software, PBX systems & web-based IP phone systems. This assistance will be provided via phone or video conference to Field Technicians. Escalation of technical issues for projects and deliverables.

  • Assist technicians in resolving issues via phone or electronically.

  • Draft cabling proposals from floor plans.

  • Provide Internal IT desktop, network, and phone support for IP based hardware.

  • Extensive email correspondence and notation of all interactions.

  • Ownership of projects assigned - responsible & accountable for entire project from beginning to end

  • Responsible for scheduling, coordination, implementation, control and completion of projects ensuring timelines are met and within budget.

  • Develop project proposals, statements of work (SOW), change management forms, and other project management best practices.

  • Notate and maintain meticulous records, attend daily status meetings, manage and respond to ticket queues of multiple projects at various stages of development.

  • Develop accurate and informed project schedules using the correct tools (i.e. Field Point, Salesforce, Excel, & Google Docs).

  • Estimate the technical resources and participants needed to achieve project goals.

  • Identify and resolve issues and conflicts within the project team and escalate as needed.

  • Identify and manage project dependencies and critical path.

  • Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

  • Assist in defining project success criteria and disseminate them to involved external and internal parties throughout project life cycle.

Qualifications & Necessary Skills:

  • Must live in or Palm Beach County or Broward County within 25 miles of our headquarters in Boynton Beach, FL.

  • Extensive in the field experience running, terminating and labeling low voltage cabling & fiber optics cabling.

  • Strong experience required in data and telecom cabling including but not limited to installations and terminations in: Cat 5, Cat 6, Fiber optics, coaxial, CCTV systems . Must have Tier 2 level in the field experience for all of the above.

  • Experience reading, interpreting and drawing cabling & networking floor plans from service proposals requested.

  • Strong DHCP and IP networking skills, WAP installs, routers, VOIP, PBX Systems configuration experience, PC skills supporting other desktop users including but not limited to re-imaging, BIOS work, loading, installing and configuring drives, Windows 10 and more. Must have Tier 2 level support experience for all of the above.

  • Extensive high volume phone support experience.

  • Ability to build rapport with technicians & customers.

  • Excellent customer service and dynamic communication skills - think Ritz Carlton, Disney, Southwest.

  • Excellent speaking skills: articulate and well spoken.

  • Excellent written and grammatical skills.

  • Strong troubleshooting and problem solving skills.

  • Positive and professional demeanor.

  • Excellent multi-tasking skills required.

  • Methodical & critical thinker.

  • Comfortable in a fast paced, high call volume & metrics driven environment (Call Center).

  • Comfortable speaking on the phone 95% of the time and able to communicate effectively with technicians, with technical or non technical clients and with internal team.

  • Initiative & a drive to succeed.

  • Shares the same core values as Tech Service Today including: 1) Model of accountability 2) Warm, friendly & positive - can do attitude 3) Taking pride in everything we do 4) Showing gratitude & respect often and to everyone including our technicians & teammates 5) Giving our best to our customers every day.

  • Demonstrated attention to detail through project management related work. Accurate and timely notation are critical in this role.

  • Strong business skills with effective verbal and written communication.

  • Highly organized with great follow up both externally (customers and technicians) and internally (TST staff).

  • Highly accountable meeting personal & team task deadlines in a timely manner.

  • Experience in problem solving, process improvement methods, and business re-engineering methodologies.

  • Experience in project management process.

  • Experience in gathering requirements from users and facilitating the creation of technical requirements and specifications.

  • Must be keen to learn and adopt new technology and principles.

  • Superb analytical skills: both technical and process improvement oriented.

  • Able to work both independently and as a team member.

Must demonstrate prior field technician work tied to solution implementation.

Low Voltage License Certification Strongly Preferred.

Fiber Optics Cabling License Strongly Preferred.

A+ Certification Preferred.

Network + Certification Preferred.

Equal Employment Opportunity: TST is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation or any other characteristic protected by law.

All job offers are contingent upon completion of a satisfactory background check &
employment check, and also execution of an employment non compete/confidentiality agreement.

Company Description
Tech Service Today is a nationwide technology services partner focused on the customer. We are committed to saving the customer money while simplifying the delivery of professional, informed, courteous IT & Telecommunications services to their remote office, store, hotel and restaurant locations. We provide a single point of personal contact that offers consistency and accountability throughout the US and Canada. Our approach is simple: by utilizing the best personnel and technology choices available today, we help clients meet their growing needs for IT/Telecom reliability, efficiency, and quality end user support.

Tech Service Today, LLC

Tech Service Today is a nationwide technology services partner focused on the customer. We are committed to saving the customer money while simplifying the delivery of professional, informed, courteous IT & Telecommunications services to their remote office, store, hotel and restaurant locations. We provide a single point of personal contact that offers consistency and accountability throughout the US and Canada. Our approach is simple: by utilizing the best personnel and technology choices available today, we help clients meet their growing needs for IT/Telecom reliability, efficiency, and quality end user support.

Address

1903 South Congress Ave
Boynton Beach, FL
USA

Website

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