Technical Experience Representative

At Schurz Broadband Group, we have the job for you! We have an immediate opening for a Technical Support Representative.

This position is responsible for providing quality support for our customers.

In this role you will have the opportunity to respond to calls, analyze and troubleshoot issues, create and resolve tickets, and escalate issues to specific departments.

We are looking for motivated individuals who can deliver an exceptional “Schurz Broadband customer experience” that is second to none.

Opportunities for advancement, a robust benefits package, and a friendly atmosphere await.

Title: Technical Support Representative

Location: Office located in Hagerstown, MD

Rate: $16-18/hour plus overtime as applicable

Full-Time/Part Time: Full-Time

Reporting to: TX Supervisor

Responsibilities Include:


* Answer the Help Desk phones in a courteous and friendly manner and following the procedures as outlined.


* Monitor and respond to Support and Abuse emails


* Enter the calls in Help Desk tracking software, including detailed information.


* Routinely check voicemail, especially if you have left the Help Desk at any point during your shift.


* Use any free time not needed to fulfill the above duties to do self-training to develop your knowledge and skills.


* Respond to customer generated tickets and email support requests.


* Provide support for any cable modem or digital phone issues.


* Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers at all times


* Comply with company policies and specifications


* Perform other duties as assigned

You will need to have:


* High school diploma or GED equivalent


* Valid and clean driver's license


* Familiarity with PCs is important


* Knowledge of Windows operating systems; common email clients (Outlook, Outlook Express, Thunderbird, Eudora); Browsers (IE, Firefox).


* Ability to analyze, identify, prioritize and solve problems is required.


* Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.


* Understanding of networking terms.


* Good customer relations and communication skills are required.


* Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation

Even Better If You Have:


* A+ certification is a plus.


* Understanding of networking terms.


* Familiarity with Macs is a plus.

Why Join Schurz Broadband Group?

When you join Schurz Broadband Group, you’ll be part of an award-winning company and team.

We offer a comprehensive benefits package, including:


* Group health & dental insurance


* 401(k) program with company match


* Generous PTO program


* Company wellness program


* Employer-paid short- and long-term disability


* And much more!

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