Description
Job Summary
The Technical Solutions Advisor Trainee is an entry-level role responsible for providing professional customer service via phone call, e-mail, web chat, or SMS contacts in a contact center environment, while participating in a structured training program. The trainee develops proficiency in systems, core job functions, complex order processing, and technical troubleshooting while supporting the objective of achieving 100% customer satisfaction through effective communication with customers, clients, contractors, and vendors. Technical Solutions Advisor Trainees are designated as disaster recovery employees and may be required to work remotely on a periodic basis in accordance with the Work at Home Call Center Policy
Duties and Responsibilities
- Develop a foundational understanding of company policies, procedures, and departmental guidelines.
- Build introductory knowledge of RF, IPTV, streaming video, internet access, and telephone services.
- Participate in observation and limited phone training to become familiar with customer interactions and communication expectations.
- Acquire in-depth knowledge of Tier 1 troubleshooting processes for residential customers.
- Receive training on how to conduct in-depth customer interviews to identify and diagnose service issues.
- Learn escalation procedures and when to engage internal and external support teams appropriately.
- Begin handling customer contacts full-time under direct coaching and supervision.
- All trainees should demonstrate full understanding of EPB's Guiding Principles and have successfully acclimated to working in a professional business environment.
- Successfully complete a one-on-one mentorship with an existing Technical Solutions Advisor.
- Pass all assessments given during training with an 80% higher, including a final exam.Phase II: Supervised Technical Support:-Apply learned troubleshooting skills to resolve service issues, document interactions accurately, and follow up to ensure customer satisfaction.
- Practice prioritizing and managing multiple open issues across different communication channels simultaneously.
- Receive ongoing feedback and coaching to improve technical performance and customer communication.
- Move to full shift integration on the call center floor, working on a typical Technical Solutions Advisor schedule including availability in a 24/7/365 environment.Phase III: Transition to Technical Solutions Advisor:-Transition to full production and schedule requirements.
- Apply all acquired skills to provide Tier 1 and Tier 2 support, with occasional Tier 3 exposure as appropriate.
- Demonstrate the ability to identify recurring problems, recommend permanent solutions, and position EPB and broadband partners as providers of choice.
- Successfully complete the trial employment period to transition into the permanent Technical Solutions Advisor role.
Education and Experience
- Associate's degree in a related technical field is preferred, or 1-2 years of experience in internet, video, or voice systems.
- Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
- Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
- Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS-Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
- Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
- Antivirus Software - familiarity with the function and operation of popular antivirus software suites.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Strong working knowledge of common technical issues to offer support when needed.
Contact
EPB
10 West ML King Blvd
Chattanooga
Tennessee United States
www.epb.net
From the same organization
26 Jan, 2027
26 Jan, 2027
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