Technical Support Advisor

TDS Telecom is currently seeking Technical Support Advisors to join our team. This is a 100% remote work from home position in any of the 40+ US states in which TDS has a presence!! We will provide the equipment!

As a Technical Support Advisor, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will support TDS customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service.

Details:

Start Date: March 24th, 2025
• Training: Remote training will be Monday-Friday from 8:00am-4:30pm CST (March 31st 2025- May 5th, 2025)
• Starting Pay: $18.50/hr
• Shifts for this position will be required to work Saturday and/or Sunday.
• Starting shift times will vary with many having late evening hours (additional $1 for shifts starting after 11am)

***We expect perfect attendance during a 6-week training period to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!***

Perks:

• Medical, Dental, Vision coverage starting on day 1 of employment!
• Excellent 401k plan (100% matching on 3%, 40% matching on 2%)
• Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day
• Discounts on TDS services
• Tuition assistance after working with TDS for 1 year

The pay range listed for this position represents the low and high end of the base compensation range. However, the base pay rate offered for this position is expected to be $18.50 per hour. Also, certain positions are eligible for additional forms of compensation.

TDS Telecommunications LLC (TDS Telecom/TDS) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. With 1.1 million connections, TDS' mission is to create a better world through its communications services. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 8 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, and data networking services. Visit tdstelecom.com.

TDS Telecom, headquartered in Madison, Wis., employs 3,400 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS]. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice services to approximately 6 million connections nationwide through its businesses: UScellular and TDS Telecom. Visit tdsinc.com.

• Provide first contact support for small & large business voice, video, data, and premium commercial product issues.
• Demonstrate exceptional customer service skills in order to exceed customers' expectations and to minimize escalations by taking ownership of customer-reported issues.
• Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer's trouble.
• Assist customers with Internet configurations and settings.
• Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved.
• Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket.
• Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Maintain knowledge of relevant TDS product offerings and technology.
• Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks:
  • Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
  • Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc.
  • Educate customers in order to reduce repeat customer calls
  • Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support
• Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team
• Participate in project team initiatives and subject matter expert tasks
  • Application testing
  • Assist management with technical training
  • Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc.
  • Knowledge Base and process document enhancement recommendations
• Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.
• Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions.

Required Qualifications

• 1+ year customer service, help desk, troubleshooting or call center experience.
• Must follow the TDS attendance guidelines in order to meet TDS's business needs, including but not limited to our obligations to our customers and to our customers' needs.

Other Qualifications

• Advanced troubleshooting skills related to telephony and data products
• Understanding of the telecommunication industry
• Understanding of telecommunication products and services
• Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
• Experience with (but not limited to) ACD, trouble ticketing systems, billing systems, plant records or inventory systems as well as software skills in business applications, such as spreadsheets, database applications and word documents
• Ability to adhere to schedule

Customer Focus

• Illustrated diplomacy, tactfulness and empathy when dealing with customers.
• Exemplified ability to defuse escalations and high-tension situations.
• Well-developed ability to appease customers experiencing service outages and difficulties.
• Ability to listen actively and ask clarifying questions to seek understanding.
• Experience going above and beyond duty to delight customers.
• Must have a genuine drive for customer satisfaction and retention.

Decision making and Self-Management

• Skills in troubleshooting, solving problems and root cause analysis.
• Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.
• Proven aptitude to work well in a team or independently with minimum supervision.
• Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

Troubleshooting

• Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting.
• Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.

Interpersonal and Communication skills

• Proven history of working with diverse groups of people to accomplish goals and objectives.
• Strong interpersonal, verbal, and written communications skills.
• Ability and willingness to listen actively to questions and inquiries from team members as well as help and train other team members.
• Proven ability to maintain confidentiality.

Attitude

• Positive outlook in challenging situations.
• Ability to present concerns in a constructive way.
• Promotion of strong team morale and spirit.
• Willingness to help others adapt to change.
• Process improvement champion.
• Leader by example; self-motivated.

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates).

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law.