Technical Support Representative

 In
Departments: Auburn Essential Services

Auburn Essential Services is seeking a hard-working, self-motivated individual to join our team as a part-time Technical Support Representative (TSR). This positions works directly with customers by phone, email and web chat outside of normal business hours. The individual filling this position can work in the AES office or from home, provided they have a high-speed Internet connection (preferably via AES) and a strong cellular connection. The ideal candidate should be organized, detail oriented, comfortable with technology and able to communicate effectively to understand and resolve customer issues. The ideal candidate should have a strong work ethic, excellent problem-solving skills, a motivation to serve others, and the ability to work in a fast-paced environment.

Essential Duties/Skills/Responsibilities

  • Answering phone, email and web chats to provide support to AES customers experiencing issues with internet, phone or TV services
  • Troubleshooting by listening to customer to understand the issue, asking questions to diagnose it, and walking customer through the steps to resolve the issue
  • Trouble ticket management, including ticket creation, follow-up and closure
  • Schedule appointments for onsite technician visits if issues cannot be resolved over phone, email or web chat
  • Customer care activities, including service follow-up calls and account information updates
  • Reporting directly to the Customer Operations Manager

Qualifications

  • Excellent customer service skills
  • Proficiency with Microsoft Office and Windows
  • Technical aptitude for internet, phone, television and computer systems
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Detail-oriented with strong organizational skills
  • High school diploma; associates degree or experience as an administrative assistant is a plus

Benefits

  • Position is part-time, hourly, weekday evenings and occasional weekend coverage, with the ability to work from home
  • $10 – $14/hour depending on experience

Apply

Resumes and applications can be emailed to humanresources@ci.auburn.in.us, mailed (PO Box 506) or dropped in City Hall drop box at 210 E.  Ninth St. Auburn, IN 46706. Applications can be downloaded from the button in the top right-hand corner of this page.

Deadline: Dec. 31, 2021

 EOE / Drug Free Workplace / E-Verify

Send your completed application to:

City of Auburn, Human Resources
P.O. Box 506
210 E. Ninth Street
Auburn, IN 46706

Unless specified in the individual job posting, please email humanresources@ci.auburn.in.us.

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