- Date Published: November, 4, 2022
- Contact Name: Heather Nichols
- Phone: 5757582258 ext.156
- Email: hr@kitcarson.com
Job Description
Kit Carson Internet is a leading ISP provider of Broadband Fiber Network Solutions based in Taos, NM. As a Tier 1 ISP NOC Technician for KCI, you will work independently and provide quick and accurate results for our customers to ensure we provide the best possible service for all.
What You’ll Do:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers.
- Consistently reviews and prioritizes tickets and workload
- Walk the customer through the problem-solving process
- Tier I will communicate and work as a team with Tier II and Tier III to solve a customer’s issues
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs. Case Management Operational Efficiency
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
What you bring:
- High School education or GED certificate, required.
- Proven experience as a Help Desk Technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English and Spanish
- Excellent communication skills
- Customer-oriented and cool-tempered demeanor
- Team Player
- Strong Interpersonal Skills
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as a complete statement of duties, responsibilities or requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.