Tech Support Rep Tier 1

Job Title: Technical Support Representative Tier 1

About the Role

Hiawatha Broadband Communications, Inc. (HBC) is seeking a motivated Technical Support Representative to provide quality support to customers. This role offers the opportunity to respond to calls, analyze and troubleshoot issues, create and resolve tickets, and escalate problems to appropriate departments.

Key Responsibilities

• Answer Help Desk phones courteously and friendly, following outlined procedures.
• Monitor and respond to Support emails.
• Enter detailed information into Help Desk tracking software for calls.
• Routinely check voicemail.
• Respond to customer-generated tickets and email support requests.
• Provide support for cable modem or digital phone issues.
• Maintain a professional company image through appearance, demeanor, and customer interactions.
• Comply with company policies and specifications.
• Perform other duties as assigned.

Requirements & Tech Stack

• High school diploma or GED equivalent.
• Valid and clean driver's license.
• Familiarity with PCs.
• Knowledge of Windows operating systems.
• Experience with common email clients (Outlook, Outlook Express, Thunderbird, Eudora).
• Experience with Browsers (IE, Firefox).
• Ability to analyze, identify, prioritize, and solve problems.
• Understanding of networking terms.
• Good customer relations and communication skills.
• Ability to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation.

Qualifications

• Experience in troubleshooting hardware, network problems, digital phone, wireless networks, email clients, and connectivity is desirable.
• A+ certification is a plus.
• Familiarity with Macs is a plus.

Work Environment

• Location: Remote, with proximity to offices in Hastings, Farmington, St. Charles, Winona, and Wabasha, MN.
• Schedule: 11:30 am - 8:00 pm, Monday - Friday.
• Rate: Starting at $19/hour plus overtime as applicable.
• Type: Full-Time.
• Reporting to: Manager, Technical Support.
• Physical Demands: Regularly required to talk and hear; use hands to type, handle objects, and paperwork; use close vision and focus. Required to drive to customer homes. Generally works in an indoor office environment.