Technical Service Representative

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

RESPONSIBILITIES:
Supporting our voice and firewall operations.
Answering calls and emails from our customers, sometimes with simple questions and sometimes with problems that require your expert troubleshooting skills    Be the go-to person for information and support    Listen empathetically to customers' needs and create a course of action to get them the help they need    You'll track and document all customer issues in our ticketing system    Use your expertise to diagnose problems and make service configuration changes

EDUCATION:

Education

Qualifications:

Associate degree or 2 years of relevant job experience    Relevant job experience is described as:
Job experience in similar industry or job experience with similar essential duties

EXPERIENCE:

Customer Service experience highly desired. Experience supporting VOIP phone systems also highly desired.
Must be technical in nature and have a strong desire to troubleshoot and solve complex customer issues, sometimes independently.
Ability to effectively address customer expectations and respond promptly to customer needs    Demonstrate accuracy, thoroughness, and attention to detail. Always looking for ways to improve and promote quality.
Proficiency documenting and communicating technical situations with internal and external teams.
SKILLS/KNOWLEDGE/ABILITIES:
Excellent Customer Service Skills    Strong analytical skills and ability to convey that information succinctly and clearly    Strong interpersonal, teamwork, conflict resolution and negotiation skills    Strong time management, organizational, and prioritization capabilities    Excellent oral and written communications skills internally and customer-facing with a focus on training    Well-versed in communicating at both the technician as well as customer level    Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships    Ability to remain approachable in a fast-paced environment    Ability to challenge the status quo with a focus on continuous improvement      REQUIREMENTS:
Remain upright on feet for extended period    Remain stationary for extended periods    Ability to communicate information    Ability to operate a computer    Possess a valid driver's license    Travel up to 10%
Ability to pass a Fingerprint Based Background Check People are our passion.  At ALLO, we don’t treat you like a number. You’re a human being.
Get ready to plug into the perks at ALLO:
* Retirement Plan:  The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
* Health and Wellness:
Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.
* Benefits:  Our benefits include medical, vision, and dental with low employee costs.  Not to mention generous Earned Time Off (ETO) program.

ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company.

We seek to recruit, develop, and retain the most talented people.
*** Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.
*** Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at  is a Drug Free and Tobacco Free Workplace.

Since 2003, ALLO has provided customers with the most modern network possible while employing a team of engineers, operators, and technical experts who constantly work with customers to develop creative ways to utilize ALLO's fiber network. ALLO's growth and success are thanks in large part to our reputation for winning customer service, technical capabilities, experienced, knowledgeable personnel, and superior products. ALLO Communications is a telecommunications company offering fiber, telephone, long distance broadband, internet and television to residents and businesses.

We also proudly offer innovative technology solutions for businesses of all size.
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