Technical Support Representative IAt Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years – connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.What we're seeking:Under general supervision, responsible for providing technical assistance and support related to computer systems, hardware, telephony, software, and proprietary applications. This involves answering and resolving incoming customer technical issues via phone calls, chats, and user-submitted tickets. Need to be able to gather/identify the problem and then provide technical troubleshooting to resolve the issue or escalate up to the appropriate team.In this in-person role, you will be required to report to 6430 Oakbrook Pkwy, Fort Wayne, IN to complete your work responsibilities.What we need in you:In this Technical Support Representative role, you'll need to be very comfortable using Microsoft Office Suite in order to troubleshoot technical issues that arise via chat and customer service calls to ensure tickets are closed out quickly. Someone with strong communication skills and a sense of urgency along with their technical background will be successful in this role.What you'll do:Answer customer-facing IT Support contacts and provide a high level of technical support to all internal employees and vendors while providing exceptional customer serviceDocumentation of the customer issues and all work performed to resolve their issueMust be able to troubleshoot general computer hardware/software issues to resolutionProvide user account administration and supportEscalate issues to IT or other workgroups after all known problem-solving techniques have been exhausted with accurate detail at the time of turnover or when call length is beyond the 30-minute time frame processResponsible for using and participating in Knowledge ManagementOther duties may be assignedWhat we offer:Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer includes:Salary Range: $45,000 to $99,00020 PTO (Paid Time Off) days + 10 paid holidays per yearDay one medical, dental, vision and prescription drug plan401k match of 50% on 6% of eligible compensationSame-sex spouse and domestic partner benefits coverage10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistanceWhat background you should have:Must haveapproximately1-yearprevioushelpdesk–technical andcustomer service experience.System administration experience in WindowsProficiencyin Windows environment(Win 10and Win 11)Azureadministration knowledge preferred but notrequiredProficiencyin troubleshooting TCP/IP issuesin a corporate environmentSome hardware knowledgeneededProficiencywith Android and iOSKnowledge of MS Outlook preferredProficiencyin MicrosoftOfficeApplication – able to answer basic "How to" questionsMust have the ability to work independently and as a team memberMust have the ability to prioritize and manage multiple and diverse requestsMust have strong verbal and written communication skillsMust have the ability to learn new, complex applications quicklyAssociatedegree in information technologyand two years of systems support experience in a Microsoft Windows Domain environment and at least 1 year of experience working in a helpdesk environmentA+ certificationEducation and/or Experience- PreferredAAS or BS in a related fieldNetwork + Certification a strong plusPreferred Certificates andLicencesA+Network +MCITP/MCSAMicrosoft 365 Certified: Fundamentals/Azure FundamentalsComplexity of Work & Decision–Making ResponsibilityWhat tickets to escalate tolevel 2support groupsand what priority they should be assignedWhen to declare a call centerimpactingissue an incident and involve the team lead Crisis AnalystAny decisionhavingto do with the normal function of their daily jobVarying work hours, weekends, holidaysFrontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.When you're in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different and can add value, we encourage you to apply! #BuildGigabitAmericaFrontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
