Product Support Technician (IT)

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.   

Job Summary 

As a Product Support Representative, you will be responsible for answering and responding to inbound technical support calls, chats and e-mails related to NRTC products and services. This will include installing and updating software or customers as well as removing viruses, providing back-up assistance, troubleshooting client issues and answering all customer service-related questions. You will also consult with customers and provide additional solutions in the form of upselling products and services. This is a 24/7/365 call center. 

Responsibilities 

Answer customer inquiries and access information from multiple sources using various computer programs

Create relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions

Follow-up with customers on all inquiries that were not immediately resolved

Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external

Perform technical troubleshooting on a wide variety of computers and other devices

Perform other duties as assigned

Qualifications 

Knowledge, Skills, and Abilities  

Excellent interpersonal and customer service skills 

Excellent communication skills 

Familiar with remote connection tools and techniques 

College coursework in computer related field a plus 

Experience with virus identification and resolution 

Experience diagnosing and resolving computer hardware related issues while in a remote environment 

Consult with customers and provide additional solutions in the form of up-selling NRTCs products and services. 

Prior customer service or call center experience 

Positive work history 

Ability to quickly learn new things 

Confidence when dealing with new issues 

Comfortable on the phone 

Strong organizational skills 

A desire to work in a help desk environment 

Works well under pressure and can multi-task 

Ability to work side projects 

Team player 

Minimum Education and Experience  

High School Diploma or equivalent

.Prior Call Center Experience preferred

Computer Science Degree or certifications preferred

Starting pay $15.50/hr – $16.50/hr plus monthly bonus potential, shift differentials, benefits, 401(k), PTO

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