Technical Support Representative - (Syracuse, NY)

Summary As a Technical Support Representative, you will be the initial point of contact for customers with questions about their fiber-based voice, data and/or video services.Responsibilities Actively listen to each customer with patience and courtesy. Build customer relationships – earn their loyalty and trust by being polite and helpful. Use your communication abilities to resolve customer's concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications. Use your troubleshooting and problem-solving skills to come up with solutions for Home Network Equipment and Home Jack and Wiring Support. Issue maintenance-initiated change orders. Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status. Dispatch trouble reports and service orders to outside installation and repair forces. Maintain service order and trouble report status in various databases.