NineStar Connect - Support Center Technician

Provide Tier 1 technical support for a variety of service issues including email, web authentication, loss of service, power outages, and other related concerns via phone, email, and chat; accurately create, update, and close trouble tickets while collaborating with internal departments to track, dispatch, and resolve customer issues; process pre-installation service orders to ensure a seamless experience for new customers; monitor outage and alarm boards, ticketing systems, and cameras to address service interruptions in a timely manner; assist customers with processing payments, upgrading plans for faster speeds, and signing up for new services to enhance their overall experience; occasionally provide field support or engage with customers face-to-face to offer on-site troubleshooting and assistance; strong knowledge of company services, products, and procedures; hands-on experience with computer hardware troubleshooting; familiarity with internet protocols, email clients, web browsers, and TCP/IP networking; proficiency in Microsoft products (Windows, Outlook, etc.); excellent written and verbal communication skills; ability to multi-task and manage competing priorities in a fast-paced environment; a customer-focused attitude with a dedication to problem-solving.