Employer: Midcontinent Communications

Job Location City: Sioux Falls

Employment Type: full-time

Job Description

JOB PURPOSE: Deliver high quality technical assistance for Midcontinent Communications with a focus on commercial customers and supporting their networks. Provide this service primarily through incoming and outgoing telephone and electronic communications. Serve as Midcontinent’s professional representative when
interacting with both internal and external contacts.

ESSENTIAL FUNCTIONS:
• Effectively troubleshoot and successfully resolve advanced service issues.
• Provide exceptional customer service and promote optimal customer satisfaction.
• Serve as escalation point for difficult technical and escalated customer issues.
• Electronically record detailed information pertaining to all customer contacts.
• Exhibit reliability by maintaining regular attendance and remaining available to customers at all times.
• Be able to change from one task to another without loss of efficiency or composure.
• Support the mission, vision, and values of Midcontinent Communications.
• Communicate effectively and professionally with internal and external contacts.
• Function as an effective team member while supporting the efforts and concepts of other departments in Midcontinent Communications and Midcontinent Media, Inc.
• Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentially in all areas of responsibility.
• Meet the physical demands of the job within the prescribed work environment.

POSITION RESPONSIBILITIES :
• Support a variety of data, video and voice products as well as our customer networks, routers, switches, optical shelves, servers, etc.
• Demonstrate proficiency in Midcontinent Communications technical support policies and procedures.
• Remain available to serve customers through both phone and electronic contact media.
• Provide effective on-call support and be prepared to work other than regular business hours as necessary.
• Deliver service to the degree necessary to exceed the expectations of our commercial customers including timely, accurate and professional responses.
• Solve customer issues through creative resolutions without compromising established business standards.
• Pursue resolutions to services issues and provide timely communication and follow up as necessary.
• Specialize in technical support activities that are non-routine and require deviation from standard tools, scripts, and procedures.
• Work with vendors as needed to assist in effective troubleshooting.
• Analyze all trouble tickets and resolve those within current technical skill set.
• Reassign all trouble tickets needing advanced technical intervention to other experts including but not limited to the switch team, network team, etc.
• Remain the communication link with the customer until final resolution is reached.
• Document customer contacts in detail using all available tools including but not limited to ICOMS, WCC, RT, Remedy, and Department specific databases.
• Successfully train to enhance current skills and develop new skills to meet customer demands.
• Analyze upcoming maintenance events and outages to determine impact and proactively communicate with commercial customers.
• Receive feedback on performance based on expectations with measurable standards, including but not limited to call center metrics, customer satisfaction surveys, and ticket resolution metrics.
• Cultivate productive relationships with other Midcontinent Communications teams.
• Be willing to work on special projects as assigned.
• Compile timely and accurate daily, monthly, and yearly reports as requested.
• Adhere to company privacy guidelines to ensure each customer’s and employee’s privacy is protected.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Job Requirements

POSITION QUALIFICATIONS AND REQUIREMENTS: • Maintain professional demeanor in all customer interactions. • Be extremely detail oriented and organized. • Possess exceptional communication skills. • Have strong interpersonal skills, maturity, and good judgment. • Work well under stress and excel in a fast-paced environment. • Possess an in-depth knowledge of the business and internal processes and procedures. • Communicate professionally, both verbally and in writing, with all internal and external contacts. • Work effectively with minimal supervision. • Possess strong problem solving and decision making skills. • Plan, organize, and manage time well. • Demonstrate exceptional team development skills, a broad range of departmental experience, and a positive, proactive attitude to excel in this position. • Operate Windows based programs successfully. • Have strong computer based skills. • Demonstrate initiative and self-motivation. • Identify opportunities for improvement; create and recommend viable solutions. • Be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Be able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. EDUCATION and/or EXPERIENCE: • High school diploma or GED required (Two year technical degree or Bachelor’s Degree preferred). • One year network experience in the telecommunications field preferred. • Previous technical customer service support experience preferred. Midcontinent will make reasonable accommodations in compliance with the Americans with Disabilities Act.

Travel: No

Experience Required: No

Manages Others: No

How to Apply

How to Apply: Apply Online

Apply Online Here: http://www.midcocomm.com/careers

Job Contact City & State: Sioux Falls, SD