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Position Title: Technical Support Department: Network Operations
Reports To: Technical Support Supervisor FLSA Designation: Hourly/ Non-Exempt
Date Written/Revised: 5/13/19
POSITION PURPOSE: Provide service ordering, provisioning, and customer support to DFNs customers.
ESSENTIAL FUNCTIONS:
Provide resolution of entry level support issues spanning all of DFNs products and services.
Monitor customer tickets and respond in a timely manner.
Documenting and escalating tickets per DFN support procedures.
Assist in day-to-day order entry and processing.
Manage multiple tasks/priorities simultaneously.
Assist Field Service Technicians in turn-up and troubleshooting.
Other duties and tasks as assigned.
QUALIFICATIONS:
High school diploma and two years of technical support work experience or equivalent experience.
Ability to initiate and complete projects with minimal direction and guidance.
Excellent attendance and punctuality are required.
Must be able to effectively communicate with a variety of customers verbally as well as written forms.
Have strong problem solving, diagnostic and technical troubleshooting skills.
Must be able to thrive in a busy, multifaceted office environment.
Must maintain a high level of professionalism when dealing with all customers, internal departments, and vendors.
Valid Oregon drivers license.
DFN is a drug free workplace, all employees are required to successfully complete a pre-employment drug screening, as well as random drug testing and for cause testing.
