Technical Assistance Center Tech - Apprentice - Missoula

About Us: Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer: We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts.

Job Summary: Responsible for assisting with technical problem resolution for voice and data services to end-users (customers) by performing question diagnosis while guiding users through step-by-step solutions. This apprenticeship provides an opportunity to learn telecommunications support while working alongside the TAC team, developing skills in troubleshooting voice and data services for residential and business customers.

 Essential Job Duties and Responsibilities:

• Assist with processing copyright infringement notifications to customers, including documentation and follow-up procedures
• Learn the process of manually provisioning switch and verifying auto provision completion on service orders
• Assist with coordinating Local Number Portability (LNP) and learn the cutover processes
• Assist with recording and processing customer trouble calls; help input information into ticket systems and follow-up procedures
• Deliver service and support to end-users via phone, remote connection, or Internet
• Interact with customers to provide and process information in response to inquiries about voice and data services
• Gather customer information and determine issues by evaluating symptoms; assist with resolving username/password problems, troubleshooting connectivity issues, power cycling equipment, and email configuration
• Learn to provide technical support for voice and data services, including basic connectivity issues, email, and DNS problems
• Assist with compiling and organizing trouble ticket reports and service metrics
• Research required information using available resources; stay current with system information and updates
• Follow standard processes and procedures to provide consistent customer response; learn when to escalate issues
• Re-direct problems to appropriate resources; follow up with scheduled customer callbacks

 Additional Job Duties and Responsibilities:

Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

• Proper phone etiquette.
• Communicate clear technical solutions in a user-friendly, professional manner; where the customer and their needs are a primary focus, as to develop and sustain long term successful customer relationships.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
•  Speak and write clearly and accurately.
•  Demonstrated proficiency in typing and grammar.
•  Know relevant software computer applications and equipment.
•  Understand customer service principles and practices.
•  Effective listening skills.
•  Willingness to co-operate with others and work to the greater good.
•  Multi-tasking capabilities.
• Have exemplary attendance and punctuality.
• Be flexible and adapt to change.  
• Self-starter and team player to accomplish work objectives.
• To clearly convey and receive information and ideas.
• Identify and understand complex issues, problems, and opportunities.
• De-escalate tense customer situations using appropriate interpersonal styles and methods.   
• Work with appropriate time limits to resolve issues/find resolution.  
• Provide stable job performance under pressure.  
• Technical/professional expertise required to do the job effectively and to create effective customer solutions.  
• To work with diverse people, in diverse situations.  
• Set high standards of performance for self and have accountability for successfully completing assignments or tasks.

Education and Experience:  

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be:

Currently enrolled in or completion of an Associate’s or Bachelor’s degree program in a related field, and/or two to three years of related work experience.