Product Support Technician (IT)

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.   

Job Summary 

As a Product Support Representative, you will be responsible for answering and responding to inbound technical support calls, chats and e-mails related to NRTC products and services. This will include installing and updating software or customers as well as removing viruses, providing back-up assistance, troubleshooting client issues and answering all customer service-related questions. You will also consult with customers and provide additional solutions in the form of upselling products and services. This is a 24/7/365 call center. 

Responsibilities 

• Answer customer inquiries and access information from multiple sources using various computer programs

• Create relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions

• Follow-up with customers on all inquiries that were not immediately resolved

• Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external

• Perform technical troubleshooting on a wide variety of computers and other devices

• Perform other duties as assigned

Qualifications 

Knowledge, Skills, and Abilities  

• Excellent interpersonal and customer service skills 

• Excellent communication skills 

• Familiar with remote connection tools and techniques 

• College coursework in computer related field a plus 

• Experience with virus identification and resolution 

• Experience diagnosing and resolving computer hardware related issues while in a remote environment 

• Consult with customers and provide additional solutions in the form of up-selling NRTC's products and services. 

• Prior customer service or call center experience 

• Positive work history 

• Ability to quickly learn new things 

• Confidence when dealing with new issues 

• Comfortable on the phone 

• Strong organizational skills 

• A desire to work in a help desk environment 

• Works well under pressure and can multi-task 

• Ability to work side projects 

• Team player 

Minimum Education and Experience  

• High School Diploma or equivalent

• .Prior Call Center Experience preferred

• Computer Science Degree or certifications preferred

Starting pay $15.50/hr - $16.50/hr plus monthly bonus potential, shift differentials, benefits, 401(k), PTO

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