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Help Desk Support Technician

Help Desk Support Technician| Customer-service-client-care | Freehold, NJ, USA

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The Fiber Customer Support Analyst will serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services.


Duties may include, but are not limited to, the following:

  • Answer incoming calls from customers with order inquiry and/or trouble reports.
  • Provide customers with order status.
  • Provide customers with service activation support for Voice service calling features.
  • Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
  • Provide customers with service activation support for Video service set-top box configuration.
  • Issue customer initiated service order corrections and changes.
  • Issue maintenance initiated change orders.
  • Create trouble reports.
  • Provide customers with trouble status.
  • Perform analysis and isolation of trouble conditions.
  • Sort troubles into User, Voice Network, Data Network, Video Network & OS.

  • Tests - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
  • Must have basic understanding of communication networking components (i.e., Routers, LAN topology, Ethernet & Network Interface Cards) as well as MS Windows and PC hardware/software.
  • Must have a strong understanding of PC components and functionality, and have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location.
  • Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups.
  • Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers.
  • Associates may be required to work evenings, weekends, holidays, overtime, split tours and rotating shifts as the needs of the business necessitate to facilitate 24x7 coverage in the center. Non-scheduled days will be required as needs of the business necessitate.
  • One (1) year customer call center experience is desirable.

Required Skills & Experience

Computer Hardware / Softw
LAN/WAN Configuration

Desired Skills & Experience

Customer Service - FCSA

Salary Information
Hourly Rate: $13.94 - $29.76

Test(s) Required
Talent Skills Assessment
Computer and Internet Knowledg
FCSA Struct Interview-HM Admin

Test Preview
Test Previews

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

Job ID: 335484