Technical Support Agent:

At Solarus, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns.  We’re looking for a friendly, customer-focused, technical problem solver for a full-time opportunity within our Technical Assistance Center (TAC). Our TAC employees provide our customers top-notch technical support, advice, and assistance with technical, hardware and software system problems over the phone. The ideal candidate is a quick learner with strong analytical and problem-solving skills, and the ability to thrive in high-pressure problem-solving situations.  As the voice of our company, TAC employees must possess excellent communication and interpersonal skills, as well as enthusiasm for helping customers and driving satisfaction.

Shifts Hiring For: 8:00 am – 4:30 pm and 3:30 pm – 12:00 am

Objectives for this Role:

• Handle inbound and outbound calls in a timely manner.
• Troubleshoot hardware and software problems over the telephone.  May dispatch, escalate, or refer requests to other departments.
• Create and maintain case management records of daily problems and remedial actions taken in support database.
• Assist with customer computer repairs over the phone.
• Respond to both customer and employee calls related to Solarus services.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the customer request, including follow-ups and escalations.
• Continuously learn and adapt to new equipment, technology and platforms.
• Build positive relationships by going above and beyond with customer service, ensuring all questions and support issues are addressed appropriately.
• Other duties, as assigned.

Qualifications:

• High School degree required.
• Must be able to interact professionally with customers over the phone in a patient manner.
• Exceptional communication, critical thinking and problem-solving skills.
• Demonstrated ability to prioritize and handle multiple tasks simultaneously.
• Ability to work weekends, overtime, and scheduled holidays on a rotating schedule.

Preferred Qualifications:

• Associates degree in related field.
• Conflict-resolution expertise.

Benefits:

• 401k with generous employer matching.
• Health, vision & dental insurance available immediately.
• Paid time off.
• Discounted employee services within our service area.

Position will remain open until filled.

About Us

Solarus first began providing telephone service to Central Wisconsin residents in 1896. Over the years, our steadfast commitment to deliver innovative communication solutions has driven numerous technological advancements and facilitated substantial growth. Today, we are proud to offer a comprehensive service lineup consisting of residential and business High-Speed Internet, Voice, Video, Security and Home Automation solutions.

Solarus is owned by more than 1,025 local stockholders, who are all customers. Both the company and its 100+ employees are proud to give back to area schools, organizations, and community initiatives that align with our commitment to making Central Wisconsin a great place to live, work, and do business.