ABOUT THE COMPANY

Joink, LLC was founded as an Internet Service Provider, providing dial-up, Fiber and fixed wireless broadband and Fiber Internet services. Today, the company provides connectivity for customers who span the landscape from residential to enterprise using technologies that include leased lines, unlicensed wireless, licensed wireless, and fiber optics. Also, the company provides managed hosting services including virtual machine, web/email, and offsite backup storage. And finally, the Company’s technology services group leverages its enterprise knowledge of networking, software, storage, and telephony technologies to provide design, installation, and continued support around key technologies from companies such as VMware, Cisco UCS, IBM, Veeam and Microsoft.

ABOUT THE DEPARTMENT

Our contact center is responsible for providing support to:

• Residential dial-up, Fiber, and wireless customers including not only basic connectivity support but also the configuration of email clients, spam/virus management, and ftp client configuration settings for those clients who maintain their own personal websites
• Business wireless, fiber, and leased line customers
• Residential/business hosted email customers
• Callers with general questions of Joink products or services, routing those calls to the appropriate person inside of Joink

ABOUT THE POSITION

The Contact Center professional must identify the problem being experienced by the customer, determine its source, and offer advice to resolve the problem, or escalate the issue to the next level of support. This position will serve a key role in supporting existing clients. This is a full-time position. This position will be paid hourly. This position will report to the Vice President of Operations.

REPORTS TO

• Vice President of Operations

SUPERVISES

• No direct reports
• May lead, train, or participate in work team assignments

ESSENTIAL FUNCTIONS

The Contact Center Support Technician, Tier II, has the following key responsibilities:

1. Staffs Call Center for all Joink services and support, including:
   • Billing/Collections
   • Sales
   • ISP – Wireless troubleshooting
   • Internal systems and staff support
2. Evaluates and prioritizes escalated client’s request received via work ticket, voicemail, IM, or email
3. Responds to escalated questions regarding billing issues or connectivity questions
4. Evaluates escalated tickets to determine if a truck/physical visit is needed by technician
5. Answers incoming calls to assist clients, redirect calls, or handles escalated issues as appropriate
6. Queries customers to collect detailed information to assist in troubleshooting their issue
7. Documents each interaction or attempted interaction within proprietary software
8. Ensures all end-user response goals are met in accordance with assigned service level agreements
9. Follows-up, as necessary, with clients to verify their reported issue or service call was resolved to their satisfaction
10. Maintains current knowledge of industry trends, technology, systems, and applications

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of TCP/IP networking, VLANs, Routing and Switching
• Basic reading, writing, and math skills are required as well as the ability to listen well, troubleshoot problems, and convey technical knowledge in a simple way
• Exceptional customer service skills
• Must be able to maintain a calm and professional demeanor
• Must be willing to learn new technologies and perform additional duties as needed
• Proficient skills and knowledge of personal computer and peripheral hardware and software troubleshooting and repair.
• Demonstrated ability to manage multiple tasks simultaneously in a team environment.
• Must be able to maintain a calm and professional demeanor
• Familiarity with supporting mobile email platforms (Blackberry, Android, iPhone)

QUALIFICATIONS

Key qualifications include:

• High school education or equivalent required
• Associates degree or equivalent combination of education and experience in the field of computer science, computer technology, or business administration, preferred.
• Valid driver’s license and clean driving record
• Proficient in the use of the Internet, Microsoft Office & Windows software.
• 1 year or more of customer support experience, preferably in a technical Help Desk or Service Desk environment.
• Candidate must be willing to reside near or commute to Terre Haute, Indiana.
• Must be able to work some overtime as needed and/or without advance notice
• Must be willing to learn new technologies
• Must be willing to study and learn in pursuit of industry certifications

WORKING CONDITIONS

• 8 AM – 5 PM, Monday – Friday, Office
• On-call rotation, bi-weekly

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink, LLC is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.