Northland Communications is a nationally-ranked company specializing in providing a variety of quality communications services that meet the needs of consumers and businesses. We strive to provide our customers with the highest quality service at the best possible price. Value is always the goal and the communities we serve are always our focus. We are seeking a team-oriented, professional individual, to join us in the position of: Customer Support Technician The Commercial Customer Support Technician is responsible for providing information and assistance to customers by maintaining good customer relations and treating each customer contact as a sales opportunity in a professional manner both on the telephone and in person. The position demonstrates a commitment to customer service by exceeding customers? expectations through assisting with sales, scheduling, installation, billing, problem solving and to serve as a resource as part of the Commercial Sales team to improve system performance, ensuring customer satisfaction. This position reports to the Commercial Sales Engineer. Duties and Responsibilities + Support the Commercial Engineer, Service Techs, and Account Executives in the assignment of customer premise equipment and the installation, provisioning, and porting of commercial and enterprise level services as it pertains to: + + VoIP Phone System + Analog phone equipment + Fiber and DOCSIS demarcation equipment + Field enterprise customer trouble calls and work with the customer, Network Operations Center, technical support groups and Northland?s technical staff to achieve resolution. Immediately escalate unresolved issues to the Supervisor or Technical Operations staff as needed. + Conduct commercial calls to troubleshoot data and voice problems as necessary. Knowledge, Skills and Abilities Technical + Basic understanding of the operation of the headend, fiber, coaxial trunk and distribution, subscriber drop, and customer premises equipment. + Working knowledge of product, features, support and provisioning knowledge of Northland?s Internet, and business phone services + Working knowledge of the operation and use of vendor web sites for performance monitoring, troubleshooting, and provisioning of services. + Advanced computer skills including networking, troubleshooting and system configuration. + Basic knowledge of business routers, SOHO routers and firewalls. + Working knowledge in computer operation platforms such as Apple, legacy and current versions of Windows. Communication, Interpersonal, and Policy + Competence to effectively communicate directly with customers, co-workers, vendors and management. + Capability to exercise efficient customer service skills and ability to handle customers tactfully, courteously and professionally, exercising a great deal of patience and understanding. + Have an aptitude for organization and setting priorities to successfully manage time and workload while working independently or with a team. + Comply with Northland policies and standards as described in the employee handbook and by management. + Ability to utilize effective sales techniques to complete new and upgrade sales. Northland offers an exciting benefits package including subsidized employee and dependent medical, dental and vision insurance, 401(k), company paid life insurance, vacation, holiday and sick pay and educational assistance. Voluntary life insurance and disability coverage are available. Northland?s training and certification program puts your career in your own hands. Bring a positive attitude and we provide the training and education for you to succeed and build your career in the telecommunications business. Equal Opportunity Employer. Pre-employment drug test, motor vehicle record and background check required.