About the Role:

The Technical Support Representative (TSR) provides the first level of support for customer service issues. The TSR is responsible for analyzing customer service issues and determining the appropriate method for resolution. This includes, but is not limited to, providing troubleshooting techniques, customer training and escalation to another area.

About Horizon:

Horizon has a long history in the telecommunications industry. From starting as the Home Telephone Company over 120-years ago to building a multi-state fiber-based network to server our customers’ current and future needs, Horizon prides itself on history, innovation and advanced technology.

When you join Horizon’s team, you’re not just receiving competitive pay, great benefits and generous vacation time, you’re tapping into our forward-looking commitment to technology and our decades-long tradition of excellence.

At Horizon, we practice servant leadership because our customers matter to us. Each person we interact with is treated as a true partner, and our customers experience our care regularly.

What we offer:

• Up to Four (4) weeks of paid vacation
• Ten (10) Paid Holidays
• Potential for annual bonuses
• 401k company match plus additional company contribution
• Medical, Dental and Vision (HRA and HSA options w/ company provided contributions)
• Life Insurance – up to 3.5x base salary, plus additional options to add family
• Annual wellness incentives – Earn up to $850 per year
• Fitness Center Reimbursement
• Short- & Long-Term Disability
• Opportunities for career growth

Essential Job Functions:

• Provide client support and technical issue resolution via e-mail, phone, and other electronic media;
• Responsible for entering and clearing trouble tickets in the billing system;
• Configuration support of client's equipment to connect to the Internet or cable via modem/DSL router or gateway;
• Assist in the configuration of the clients’ software to connect to Internet application servers;
• Provide training to clients in the use of systems and applications as related to Internet;
• Obtain general understanding of OS and application operations related to company-offered services;
• Identify and correct or advise on operational issues in client computer systems;
• Provide training and instruction for cable services, including but not limited to remote programming, tiling and freezing issues, problems with stream setting, resetting gateways or modems, and issues with channels or features, such as DVR (digital video recorder) or HD (high definition); streaming devices (Google Home, etc);
• Provide training and troubleshooting for voice mail and other phone calling features;
• Responsible for up-sell and/or retention efforts as the opportunity presents itself;
• Responsible for trouble call follow-ups and related correspondence;
• Responsible for participation in special outbound calling projects as assigned by management.

Qualifications:

• Previous technical support and computer experience is desired, but not required.
• Strong working knowledge of PCs, PC applications, TCP/IP, PPPoE, and various operating systems;
• Strong technical knowledge of computer electronics, wired/wireless networks, WAN/LAN/WLAN, Fiber (ONTs) troubleshooting techniques;
• Strong people and phone skills to provide basic instruction to customers in a courteous, friendly, and professional manner;
• Strong technical knowledge of computer electronics;
• Skilled in problem solving;
• Ability to follow Corporate Standards;
• Ability to communicate effectively with employees in a courteous and professional manner;
• Ability to pay close attention to detail; as well as documenting steps taken during the troubleshooting process;
• Ability to effectively prioritize and manage/perform multiple projects to successful completion

Physical Requirements:

Light work: Lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that he or she can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time. This position requires the ability to effectively see and hear the majority of the time.

Note: The statements herein are intended to describe the general nature and level or work being performed by employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Horizon is an Equal Opportunity Employer

Horizon is an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, mental or physical disabilities, military or veteran status or any other legally protected status. Equal access to programs, services, and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify Horizon’s Department of Human Resources.

Learn more about Horizon by checking us out at the following:

Our Website: https://www.horizonconnects.com/about-us/

Facebook: https://www.facebook.com/horizontelcom

LinkedIn: https://www.linkedin.com/company/horizon-telcom-inc-/