Nelnet

  • ALLO Technical Support Specialist I

    Job Locations US-NE-Lincoln | US-NE-Hastings | US-NE-Scottsbluff | US-CO-Highlands Ranch
    Posted Date 3 weeks ago(9/23/2019 2:30 PM)
    ID
    2019-9146
    # of Openings
    1
    Category
    Customer Service/Support
  • Summary

    Here’s the deal:

    Let’s be honest, most people don’t like problems. We’re not looking for most people. We’re looking for those unique individuals who live on the edges of normal, see problems, and thrive on the challenge of solving them.  If you like being right in the middle of the action, our Tier II Technical Support might be the perfect GIG for you. This team provides inbound technical support to our customers and serve as the point of contact for the rare but particularly important moments in time when our services falter.  Focused, cool under pressure, and committed to teamwork, Tier II is known for pulling all of their resources together to ensure a fast and responsive resolution. 

    In their own words, the Tier II Technical Support group is proudly “Nerdy by Nature” and they have the t-shirts to prove it!  Each team member brings their own piece of ‘Nerdy’ to the team, complete with action heroes on their desks.  This tight-knit group loves puzzles (even taking the occasional trip to the local Escape Room) and working together to figure out that one-off issue that seems to stump everyone, discussing it, and finding a solution. 

    We don’t require pocket protectors or slide rules, but you do need to have a thirst for tech knowledge, be able to build on it, and share what you’ve learned with your teammates.  We love people who think outside the box to resolve issues more efficiently.  Customer service experience is definitely a plus.  We also look for those who have a natural instinct for our core values: Honest, Local, Exceptional, and Hassle-Free.

    Responsibilities

    Here’s what a typical day looks like:

    Our customers need us 24/7,  so your day often starts when most others are ending theirs. Grab a stiff cup of coffee or tea, get a quick review of what happened in the previous shift, and start digging into some predefined tasks that team members may be involved with including:

    • Provide technical support to your Local neighbors (aka customers) calling in for help.  Your job is to get the facts, form a plan to address the problem, and verify that the issue is resolved using ALLO tools and training.
    • Respond to escalated calls from customers and ALLO service techs during installation or dispatches.
    • Be prepared to use your keen problem-solving abilities on variety of topics relating to TV, internet, and phone.
    • Utilize our data-driven monitoring systems to proactively identify and resolve potential issues before customers are even aware that they exist. This is what t means to be Exceptional in our world.
    • Get your best speaking voice ready to make follow-up calls on previously worked but not verified trouble tickets.  We never leave our customers hanging, we want hear first-hand that we got the job done right.
    • With a single leap, diagnose and address issues reported to our overflow helpline.
    • Ensure that service-impacting events are worked timely and with focus. No one wants to be without ALLO service, even for a brief amount of time. You will provide customers with updates on the progress of the work order or trouble ticket.
    • Time to work on your people skills and heal broken customer relationships for those customers who have been inconvenienced by a service disruption. You will look at each issue as a big jigsaw puzzle and get the right resource pieces engaged to find the best Hassel-Free solution for the customer.
    • While everyone else sleeps, you will be monitoring our systems for alerts and taking action. When an alarm-tripped condition pops up, you will need to document it, engage other ALLO resources, and verify that service is either restored or that field technicians are alerted and en route for on-site resolution.

    Qualifications

    Here’s what we expect you to prove at the interview:

    EDUCATION:

    • High school graduate, GED or equivalent work experience.

     

    EXPERIENCE:

    • 6+ months experience troubleshooting basic hardware, software, and/or connectivity issues.
    • 1-2 years of work experience in a customer service role.
    • Previous telecommunications experience preferred.

     

    COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

    Here’s what our ideal team member will bring to the table:

    • A keen aptitude for helping customers and the ability to connect with people. Interpersonal skills are just as important as technical skills.
    • That being said, as one of our tech experts, you need to have PC and networking experience.
    • LAN/WAN expertise is essential – if you had to google that, you might want to check out our other career opportunities.
    • The desire to dig deeper to solve a problem, both independently and working with your teammates.
    • The ability to adapt and thrive in constant change. Every day is different, that’s what we love about it! 
    • Getting a thrill from resolving a complex issue and turning an experience around for a customer.
    • A genuine empathetic attitude towards customers. IT often gets a bad rap for their attitude and like all other aspects of ALLO, we’re here to be different and change the norm for the better.
    • Going the extra mile for the customer, which sometimes means spending additional time working an issue. If you are clock-in/clock-out type of person, this isn’t the job for you.
    • The need to constantly be learning and on edge of new technology and processes. We love people who are finding ways to independently build tools and efficiencies for the greater good.
    • Strong computer skills and the ability to navigate through multiple screens.
    • Solid problem solving skills with proficient attention to detail. In the tech support world, it’s all about the details. 
    • A knowledge of internet, networking, and email protocols.

    EEO Statement

    Here’s what the legal team has to say:
    ALLO, A Nelnet Company is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at ALLO, A Nelnet Company may request such accommodations by contacting ALLO, A Nelnet Company Talent Acquisition & Recruiting.

    ALLO, A Nelnet Company is a Drug Free and Tobacco Free Workplace.

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