Technical Support Representative I (10:30 am - 7:15 pm Shift)
Description
Technical Support Representative I
As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!
What we’re seeking:
Under general supervision, responsible for providing technical assistance and support related to computer systems, hardware, telephony, software, and proprietary applications. This involves answering and resolving incoming customer technical issues via phone calls, chats, and user-submitted tickets. Need to be able to gather/identify the problem and then provide technical troubleshooting to resolve the issue or escalate up to the appropriate team. In this in-person role, you will be required to report to 6430 Oakbrook Pkwy, Fort Wayne, IN to complete your work responsibilities.
What we need in you:
In this Technical Support Representative role, you'll need to be very comfortable using Microsoft Office Suite in order to troubleshoot technical issues that arise via chat and customer service calls to ensure tickets are closed out quickly. Someone with strong communication skills and a sense of urgency along with their technical background will be successful in this role.
What you’ll do:
- Answer customer-facing IT Support contacts and provide a high level of technical support to all internal employees and vendors while providing exceptional customer service
- Documentation of the customer issues and all work performed to resolve their issue
- Must be able to troubleshoot general computer hardware/software issues to resolution
- Provide user account administration and support
- Escalate issues to IT or other workgroups after all known problem-solving techniques have been exhausted with accurate detail at the time of turnover or when call length is beyond the 30-minute time frame process
- Responsible for using and participating in Knowledge Management
- Other duties may be assigned
What we offer:
Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:
- Salary Range: $45,000 to $99,000
- 20 PTO (Paid Time Off) days + 10 paid holidays per year
- Day one medical, dental, vision and prescription drug plan
- 401k match of 50% on 6% of eligible compensation
- Personal & Work Life Balance Resources & Wellness Support Assistance
- Employee Resource Groups
- Same-sex spouse and domestic partner benefits coverage
- 10 weeks of paid parental leave, & a phased return to work program for new parents
- Up to $10k in adoption program assistance
- 3 weeks of paid caregiver leave
What background you should have:
Must have approximately 1-year previous helpdesk – technical and customer service experience.
- System administration experience in Windows
- Proficiency in Windows environment (Win 10 and Win 11)
- Azure administration knowledge preferred but not required
- Proficiency in troubleshooting TCP/IP issues in a corporate environment
- Some hardware knowledge needed
- Proficiency with Android and iOS
- Knowledge of MS Outlook preferred
- Proficiency in Microsoft Office Application – able to answer basic “How to” questions
- Must have the ability to work independently and as a team member
- Must have the ability to prioritize and manage multiple and diverse requests
- Must have strong verbal and written communication skills
- Must have the ability to learn new, complex applications quickly
- Associate degree in information technology and two years of systems support experience in a Microsoft Windows Domain environment and at least 1 year of experience working in a helpdesk environment
- A+ certification
Education and/or Experience - Preferred
- AAS or BS in a related field
- Network + Certification a strong plus
Preferred Certificates and Licences
- A+
- Network +
- MCITP/MCSA
- Microsoft 365 Certified: Fundamentals/Azure Fundamentals
Complexity of Work & Decision–Making Responsibility
- What tickets to escalate to level 2 support groups and what priority they should be assigned
- When to declare a call center impacting issue an incident and involve the team lead Crisis Analyst
- Any decision having to do with the normal function of their daily job
- Varying work hours, weekends, holidays
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different and can add value, we encourage you to apply! #BuildGigabitAmerica
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.