Technical Support Representative

Technical Support Representative

CDE Lightband, the municipal power provider for the City of Clarksville, offers electric, television, Internet, and phone service to customers within the city limits. CDE Lightband serves over 86,000 metered homes and businesses with electric service and more than 30,000 customers with broadband services over our Fiber-to-the-Premise Network. We are seeking energetic, professional, and courteous individuals to join our Broadband Customer Support team as full-time Technical Support Representatives. The ideal candidate is knowledgeable or capable of training in the areas of broadband support for phone, internet, and cable, and has a strong drive for exceptional customer experience.

Team / Division : Customer Support / Broadband

Reports To : Broadband Customer Experience Supervisor

Job Status : Full-Time

Work Schedule : Tuesday - Saturday, 6 : 00 am - 3 : 00 pm

Pay Status : Hourly

FLSA Status : Non-Exempt

Pay Grade : 5

Job Summary

Incumbents assist customers with all broadband-related issues, provide basic customer support, and coordinate information between customers and after-hours personnel for service calls. They also answer general questions from customers related to CDE Lightband operations. Incumbents should be expected to work rotating schedules as needed to assist in 24-hour, 7-day-a-week service to customers. This is a full-time position.

Essential Duties and Responsibilities

Provide basic customer support for CDE Lightband broadband customers, answer general questions regarding CDE Lightband operations, record and accurately organize information regarding service issues, interruptions and outages; accumulate and organize information form automated outage management system, place and return calls to customers as needed; Conducting all work in a professional, courteous and civil manner with a helpful and friendly approach.