Description

JOB PURPOSE:

Foster client loyalty by consistently providing high-quality support for commercial client issues related to Midco Services across all interaction types.

KEY FUNCTIONS:

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services.

• Thoroughly document each interaction, ensuring all technicians have up-to-date client notes.

• Handle mindful escalations via work orders or Midco’s Ticketing System for business clients experiencing service changes, trouble calls, or disconnects.

• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco’s expanding product offering.

• Proactively engage with clients, streamlining issue resolution and minimizing their effort.

• Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership.

• Utilize various communication channels, including email, chat, and social media, when interacting with clients.

• Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data.

• Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all interactions.

• Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects.

• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.

• Adhere to Midco privacy guidelines to ensure each customer’s privacy.

• Maintain regular attendance and adhere to scheduling as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.

• Support the mission, vision and values of Midco.

• Collaborate effectively with internal and external customers to ensure exceptional service.

• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.

• Remove obstacles for team members. Encourage creative solutions.

• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.

• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.

• Demonstrate business acumen by using data to drive decisions and actions.

• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and

• finding ways to cut through ambiguous problems.

• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.

• Actively follow Midco policies and procedures.

• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

Job Title

Position Requirement:

Business Support Technician-Associate

· High school diploma or GED is required.

· Associate’s degree is preferred.

· Strong typing, spelling and communication skills required.

· One year of technical support with customer contact experience is required.

· Experience in telecommunications is preferred.

Business Support Technician-Professional

· High school diploma or GED is required.

· Associate’s degree or equivalent experience is required.

· Excellent communication skills with the ability to convey technical information through written, verbal and active listening channels.

· Advanced organizational skills to effectively manage tasks, prioritize workload and meet deadlines.

· Successfully fulfilled all responsibilities as a Business Support Technician – Associate

for a minimum of 6 months OR

· Two years’ work experience in a technical support role in a customer contact environment is required. Proven ability to grow within roles, whether through promotions, increased responsibilities, or successful project completion is a plus.

· Experience in telecommunications is preferred.

· Be certified as a Jones NCTI Master Account Representative or achieve it within 12 months of being in role.

Business Support Technician-Expert

· High school diploma or GED is required.

· Associate’s degree in a related field or equivalent experience required. Bachelor’s degree preferred.

· Exceptional communication skills with the ability to convey technical information through written, verbal and active listening channels.

· Advanced organizational skills to effectively manage tasks, prioritize workload and meet deadlines.

· Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships.

· Successfully fulfilled all responsibilities as a Business Support Technician - Professional for a minimum of 12 months OR

· Three-five years’ work experience in a technical support role in a telecommunications customer contact environment, along with proven ability to grow within roles, whether through promotions, increased responsibilities, or successful project completion is required.

· Be certified in Jones NCTI “ Introduction to Networking course or achieve it within 6 months of being in role.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may occasionally lift and/or carry loads of up to 30 lbs.

• The noise level in the work environment is moderate to loud.

• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco:

• Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.

• Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.

• Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV

• Great opportunities to get involved in volunteerism

• Generous 401(k) match and paid time away from work programs

• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)