Technical Support Representative

WHY YOU WANT TO WORK FOR DIRECT COMMUNICATIONS:

Join our dynamic team at Direct Communications, where we are dedicated to delivering exceptional internet services to rural communities. We offer AMAZING benefits, including health, dental, and vision care insurance for just $1/month, telehealth services, preventative wellness programs, up to a 6% 401K match, company-paid life insurance and short-term disability, generous paid time off, 10 observed holidays, and a personal and professional tuition reimbursement program, among many others! At Direct Communications, we are guided by our core values of integrity, growth, respect, sustainability, community, and strategic leadership, ensuring that every team member contributes to a culture of excellence and shared purpose. Come be a part of something great!

POSITION DESCRIPTION:

Full-time technical position which primarily troubleshoots and professionally resolves service and hardware issues directly with customers regarding landlines, digital phones, DSL, fiber, cable and wireless internet. Documents all customer interactions. Dispatches field technicians and ensures dispatch tickets are closed. Maintains overall technological savvy with strong understanding of outdated, present, cutting-edge and perspective technologies and their applicability to the business. Requires broad knowledge of organization policies, applicable hardware and software applications. Proactively monitors systems and makes adjustments to improve the customer experience. Assist field technicians with installation and configurations via phone. Adheres to company policies and procedures. Performs other administrative duties and projects as required.

SCHEDULE & QUALIFICATION EXPECTATIONS

• 35 hours per week, with a schedule to be determined.
• Must be available to work any shift daily 6 AM – 11 PM.
• High School diploma or equivalent.
• Computer-related field certifications preferred.
• 3+ years of experience and/or training related to troubleshooting telecommunications and internet technology, systems and hardware.
• Bilingual preferred but not required.
• Must be able to pass pre-employment drug and alcohol screening.

REQUIRED SKILLS:

• Action-oriented: Accepts challenges with enthusiasm without fear and seizes opportunities, quickly identifies necessary actions to be taken and proceeds without hesitation or specific direction.
• Communications: Professional, courteous, patient, diplomatic, composed in stressful situations, diffuses high-tension situations, easily builds rapport.
• Decision Quality: Good decision quality based upon analysis, wisdom, experience and judgment with solutions and suggestions turning out to be accurate over time.
• Technical Learning: Picks up technical skills and knowledge quickly, desires to learn new technologies and technical skills.
• Time Management: Uses time effectively and efficiently, concentrates efforts on the more important priorities, balances a broad range of activities.

BENEFITS:

• Health/Dental/Vision Insurance for $1/month
• Tele-Health Services
• Preventative Wellness Programs
• 401(k) with 6% Company matching
• Generous paid time off (prorated 14 days in year 1 and earning more each year)
• 10 observed/paid holidays
• Company-paid life insurance - Basic Life & Accidental Death and Dismemberment
• Company-paid short term disability
• Long term disability
• Tuition Reimbursement Program (professional and personal)
• Voluntary Flex Spending for Medical and/or Daycare
• Voluntary Supplemental Group Term Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Free internet if you live within our service footprint
• On-the-job training

Direct Communications is an Equal Opportunity Employer and provider.