PURPOSE
The Technical Solutions Advisor Trainee is an entry-level role responsible for providing professional customer service via phone call, e-mail, web chat, or SMS contacts in a contact center environment, while participating in a structured training program. The trainee develops proficiency in systems, core job functions, complex order processing, and technical troubleshooting while supporting the objective of achieving 100% customer satisfaction through effective communication with customers, clients, contractors, and vendors. Technical Solutions Advisor Trainees are designated as disaster recovery employees and may be required to work remotely on a periodic basis in accordance with the Work at Home Call Center Policy.
DUTIES AND RESPONSIBILITIES
This is a training position with a structured progression. Successful completion of each phase is required to advance.
Phase I: Instructional Training:
- Learn basic systems and tools used for documenting customer interactions, processing trouble reports, and navigating support platforms.
- Develop a foundational understanding of company policies, procedures, and departmental guidelines.
- Build introductory knowledge of RF, IPTV, streaming video, internet access, and telephone services.
- Participate in observation and limited phone training to become familiar with customer interactions and communication expectations.
- Acquire in-depth knowledge of Tier 1 troubleshooting processes for residential customers.
- Receive training on how to conduct in-depth customer interviews to identify and diagnose service issues.
- Learn escalation procedures and when to engage internal and external support teams appropriately.
- Begin handling customer contacts full-time under direct coaching and supervision.
- All trainees should demonstrate full understanding of EPB’s Guiding Principles and have successfully acclimated to working in a professional business environment.
- Successfully complete a one-on-one mentorship with an existing Technical Solutions Advisor.
- Pass all assessments given during training with an 80% higher, including a final exam.
Phase II: Supervised Technical Support:
- Apply learned troubleshooting skills to resolve service issues, document interactions accurately, and follow up to ensure customer satisfaction.
- Practice prioritizing and managing multiple open issues across different communication channels simultaneously.
- Receive ongoing feedback and coaching to improve technical performance and customer communication.
- Move to full shift integration on the call center floor, working on a typical Technical Solutions Advisor schedule including availability in a 24/7/365 environment.
Phase III: Transition to Technical Solutions Advisor:
- Transition to full production and schedule requirements.
- Apply all acquired skills to provide Tier 1 and Tier 2 support, with occasional Tier 3 exposure as appropriate.
- Demonstrate the ability to identify recurring problems, recommend permanent solutions, and position EPB and broadband partners as providers of choice.
- Successfully complete the trial employment period to transition into the permanent Technical Solutions Advisor role.
- After becoming a Technical Solutions Advisor, must be available to work any assigned shift in a 24/7/365 call center work environment. Available to work at least 70% of the time when asked.
EDUCATION AND EXPERIENCE
- Any combination of education and work experience equivalent to graduation from high school and/or any other combination of education, training, or experience that provides the required technical knowledge, skills, and abilities.
- 1 year of related experience or training in a technical environment.
- Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
- Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
- Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS
- Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
- Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
- Antivirus Software – familiarity with the function and operation of popular antivirus software suites.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Strong working knowledge of common technical issues to offer support when needed.
CERTIFICATIONS & OTHER REQUIREMENTS
- Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Self-motivated with a can-do attitude.
- Ability to demonstrate professionalism and optimism via verbal communication with peers and end-users.
- Ability to show technical knowledge through pre-employment assessments.
- Ability to adapt to new procedures with minimal interruption.
PHYSICAL DEMANDS
- The work environment typically represents a standard office setting.
- Work day and night, including weekends.
- Communicate effectively for long hours.
May perform other duties as assigned. All employees, under their job duties, should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines.
EPB provides electric and communications services, which are considered critical infrastructure by the Department of Homeland Security. This EPB job is essential to support this critical infrastructure and may be required to work onsite or in the field to maintain these services.
