### Work Location Type Remote ### Location(s) ### Job Description Job Summary: As a Business Support Technician (BST) at Midco, you will play a vital role in providing high-quality technical support and customer engagement across all interaction types. Depending on your level of experience and expertise, your responsibilities will range from basic technical support to advanced problem-solving and collaboration. You will foster client loyalty by consistently addressing commercial client issues related to Midco Services, ensuring exceptional service and satisfaction. Responsibilities: - 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 Midcos 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 Midcos 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. - Model Midcos mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same. - Ensure customer privacy by adhering to Midcos privacy guidelines while actively following Midco policies and procedures. - Maintain reliable and predictable attendance as required by the position. - Perform other duties as assigned. Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time. Required Qualifications: - High school diploma or equivalent (GED). - Basic typing, email and computer skills. - Proficient at using technology including the internet and applications. - Ability to adapt and excel in a fast-paced work environment. Preferred Qualifications: - Prior experience in the telecommunications industry. Position leveling will be assigned based upon required experience and training.* BST-Associate - 1 year of experience in technical support and customer engagement. - Strong communication skills, both verbal and written. BST-Professional - 6 months as a BST - Associate, or 2 years of equivalent experience. - Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role. - Excellent communication skills (written, verbal, active listening). - Advanced organizational skills for task management, workload prioritization, and meeting deadlines. - Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus. BST-Expert - 12 months as a BST - Professional, or minimum of 3 of equivalent experience. - Complete Jones NCTI Intro to Networking: Home and Peer-to-Peer Networks within 6 months of obtaining role. - Exceptional communication skills, capable of conveying technical infor ation through written, verbal, and active listening channels. - Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines. - Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships. - Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions. Work Environment: - Inbound and outbound call center environment, wearing a headset. - Extremely time sensitive to meet customer demand. - May be required to work in excess of 40 hours per week. - Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands. Physical Demands: - Heavy keyboard/mouse usage required with repetitive movements. - Must remain at your workstation for long periods of time. Mental Demands: - Ability to understand, follow and execute both routine and non-routine verbal and written instructions. - Proficiency in understanding problems and collaborating with others to find alternative solutions. - Clearly articulate instructions and expectations. - Skilled in focusing on the issue at hand without reacting emotionally. - Ability to de-escalate conflicts effectively. - Maintain availability and composure during periods of continuous, high interaction volume. - Adapt quickly to changing situations and client needs and effectively manage the stress of ongoing incoming interactions. ::: {style="width: 126.734px; padding-right: 15px; padding-le "} :::