Telecommunications Support Representative

Salary: $26 – 28 per hour
Reference: KSTcomSupRep (1.31)-

Telecommunications Support Help Desk (Technical Support Specialist)

Seeking a dynamic team player to complement the installation and service team, located in Santa Rosa. This is a (Technical Support Specialist) with experience in low voltage systems.

We process several thousand service requests through our facility in Santa Rosa and this position will provide support to our field technicians and subcontractors in performing telecommunications work and data cabling for large national account retail stores.

Work Location

This is a full-time, permanent job located in our Santa Rosa office. The hours are 8:00am – 5:00pm Monday – Friday

Job Responsibilities

• Contacting the client and perform trouble shooting over the phone either remotely or by dispatching a field technician.
• Coordinating with field resources and scheduling service dates. All requests will be followed through until completion.
• Provide technical support to field resources that need assistance.
• Provide complete and accurate billing information for our invoicing department.

This position will be part of a highly collaborative, driven team that works closely together to handle client technical support. The Technical Support Specialist is the first line in resolving service requests, technical problems, and field staff issues. This position provides technical assistance via telephone or e-mail to our clients and field staff.

The ideal candidate must possess a superior technical knowledge of all systems the company maintains and must be able to demonstrate strong decision-making skills, having the confidence and freedom to do so in a supportive work environment.

The TSS, as well as all employees, assists in the daily activities of the company as necessary to complete and satisfy the overall goals and objectives. While this position describes the primary functions, the duties may be modified from time to time to best suit and/or balance the “workload” and responsibilities of the staff.

We do NOT provide technical support for computers, laptops or networks, this skill set is not applicable for this position. We are telecommunications company, not a computer company.

Examples of service calls we receive

• A phone does not work in a specific location, is dead, or has static.
• The entire phone system is not working
• Paging system repairs and troubleshooting
• Data device cabling or system troubleshooting
• Fire or burglar alarm system and lost dial tone
• MAC orders requesting a move, add or change

The ideal candidate should possess the following qualifications

• Must be a Team Player with a Winning Attitude!
• Have experience and knowledge of the low voltage telecom/datacom cabling industry
• General knowledge about dial tone and POTS lines
• Have excellent communication skills, both written and oral
• Be proficient with MS Word, Excel and Outlook
• Multitask effectively and be extremely organized in dealing with input from multiple sources
• Self-starter that demonstrates personal initiative, responsibility, and a sense of ownership
• Make timely and sound decisions, especially under conditions of time pressure
• Detail oriented with a passion for results

Items that are not required but considered desirable

• Knowledge of Toshiba telephone systems is a plus
• Knowledge of overhead paging systems is a major plus
• Knowledge of the TigerPaw CRM software platform

Benefits/Compensation Package

• 104 hours PTO (13 days personal time off) per year
• Eight paid holidays
• 100% EE paid Medical Insurance with plans including Kaiser, Sutter, and Blue Cross.
• Dental and Vision election is available
• 401 K Plan with matching funds from the Company

Summary

This is more than just a help desk job reading off a script to resolve a particular problem. The ideal candidate MUST have some minimum basic telephony and data cabling knowledge to fill this role. Prior experience in a help desk position is a positive, but you MUST have the basic telecommunications knowledge already. This position must be able to support technicians in the field with technical questions and guide them through completing the job. This requires existing low voltage cabling and general telecommunications knowledge.

Who We Think Will Be a Great Fit?

A technician that worked in the field for a number of years handling low voltage cabling, phone systems and paging systems.

MINIMUM BACKGROUND REQUIREMENTS

• Must be a Team Player with a Winning Attitude!
• Have experience and knowledge of the low voltage telecom/datacom cabling industry
• General knowledge about dial tone and POTS lines
• Have excellent communication skills, both written and oral
• Be proficient with MS Word, Excel and Outlook
• Multitask effectively and be extremely organized in dealing with input from multiple sources
• Self-starter that demonstrates personal initiative, responsibility, and a sense of ownership
• Make timely and sound decisions, especially under conditions of time pressure
• Detail oriented with a passion for results

For more information contact [email protected] (605) 231-4887

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.

GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.