Internet Help Desk Technician I
Frontier Technical Support Representatives are responsible for providing premier support and solutions to customers of Frontier’s Internet service and Frontier Secure product line. Armed with superior technical knowledge and a passion for customer satisfaction, they provide solutions to customers in a helpful and friendly manner.
This position is accountable for analyzing, troubleshooting, and supporting the end-user with internet connectivity issues as they relate to the end user’s service with frontier.com High-Speed ADSL service. Employees must provide premier customer service and a “Customer First” experience to every customer. The employee must offer the Frontier Secure product set to all High-Speed Internet customers that call into the center. Answer an average of 20-30 inbound calls per eight-hour shift. Provide solutions to customer or escalate as needed.
Trouble shooting issues will consist of:
HSI Self-Installation: Setup
Password Initialization / Reset
Field Technician Liaison
HSI Service Performance: Network Triage; Repair Dispatch Coordination
Product Suite Promotion - Frontier Secure: Sales Advancement, Product Support; Product Installs/Configuration
401K and Profit Sharing