Technical Support Specialist - REMOTE

Company: Breezeline
Location: Altoona
Posted on: June 16, 2022

Job Description:

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.Time Type:RegularJob Description :About Our CompanyBreezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders', who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.As the 8th largest Internet provider in the United States, Breezeline provides Internet, TV, Voice, and enterprise business services to more than 450,000 business and residential customers across twelve states. Headquartered in Quincy, MA, Breezeline is a wholly-owned subsidiary of Cogeco Communications Inc. (TSX: CCA).Why Work At Breezeline?As one of the country's fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities. As a proudly diverse and inclusive organization, we believe that every person's unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. It is a key part of our culture to actively promote opportunities internally to ensure that you are never static in your career with us.Internal Values - How we actWe're proud that Breezeline is unlike any other employer in the industry. We work hard, but we never lose sight of the big picture. We understand that our colleagues are looking for more than just a great job - they want an extraordinary life - and at Breezeline, we want to make that a reality.And here is how we do it.Fun: We laugh a lot. It makes every day brighter, and if you don't love what you do, you're not doing it right.Job flexibility: We think everything you do matters - at work and home.Discounted services: We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.Total Rewards: Let's be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We've got you and your family covered with one of the best packages in the business.Career evolution: At Breezeline, you get more than just a job. You get all the tools you need to learn, grow, and achieve your career goals!Cutting-edge technology: Do you have a passion for technology? Great, we do, too. At Breezeline, you will get the opportunity to manage, influence, play, create, fix, and re-shape the industry.Summary: - - - - - Under general supervision provides technical support for hardware and software to our residential and business customers.Essential Duties and Responsibilities include the following. - Other duties may be assigned

• Provide technical support and to our customers in the use of telecommunication equipment (home networking routers, Data modems, and MTAs) & assure adequate connectivity to the network (voice and data).
• Ability to consistently remain within the ASG department's guidelines for Call Monitoring, Trouble call fee accuracy, and SRO (Special Request Order) percentages. -
• To perform this job successfully, an individual should have knowledge of Microsoft Operating Systems, Apple Macintosh Operating Systems, some computer hardware knowledge, hardware driver knowledge, basic understanding of network topology\terminology, email troubleshooting (web and client based) troubleshooting tools (ping, traceroute, nslookup,) and the Microsoft Office Suite.
• Ability to troubleshoot email issues such as blacklists, password resets, and SMPT-POP settings
• Ability to troubleshoot LAN connectivity issues. Examples: The most common type of local area network is an Ethernet or wireless LAN. The smallest home LAN can have two computers; a large LAN can accommodate many thousands of computers.
• Ability to troubleshoot dial up & DSL Internet connectivity. Examples: no dial tone, modem not responding, invalid login, no sync no surf, - and DSL modem configurationSupervisory ResponsibilitiesThis position has no supervisory responsibilities.Competencies To perform the job successfully, an individual should demonstrate the following competencies:Flexibility-Able to remain open-minded and change opinions on the basis of new information; performs a wide variety of tasks and can change focus quickly as demands change; manages transitions effectively from task; adapts to varying customer needs.Initiative- Able to bring about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.Decision Making- Able to solve problems while exhibiting good judgment and a realistic understanding of issues; uses reasons, even when dealing with emotional topics, reviews facts and weighs options.Communication- Clearly conveys information through a variety of media (verbal, written, e-mail, v-mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.Self-development and continuous learning- Stays informed of current industry trends; actively identifies opportunities for learning; learns and applies new concepts to improve job performance; shares information with others on the job; takes responsibility for career development.Customer Focus- Able to demonstrate a high level of service delivery; does what is necessary to ensure customer satisfaction; addresses and resolves service failures; priorities customer needs; makes customer and their needs a primary focus of action.Education and/or Experience:Associate's degree (A. A.) or equivalent from one-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to our residential and business customers during troubleshooting.Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Certificates, Licenses, Registrations None.Other Skills and Abilities None.Other Qualifications None.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Available Benefits:
  • Competitive salary
    • Medical coverage (including prescription and vision plans)
    • Dental coverage
    • Life Insurance (1x salary at no cost to employee)
    • Long and short-term disability insurance (no cost to employee)
    • Voluntary employee, spousal, and child life insurance
    • Company recognized Holidays with additional Floating Holidays
    • Paid Time Off (PTO) programs
    • Comprehensive Flex Work Policy
    • 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
    • Participation in the Employee Bonus Plan
    • Participation in the Cogeco Stock Purchase Plan
    • Complimentary and discounted broadband services (for those in our service area)
    • Tuition Reimbursement
    • Headspace Membership
    • Opportunities for LinkedIn Learning subscriptions for select colleaguesLocation :Columbus, OHCompany :BreezelineAt Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at

Keywords: Breezeline, Altoona , Technical Support Specialist - REMOTE, IT / Software / Systems , Altoona, Pennsylvania