Careers

Department:      Help Desk

Reports to:         Director of Customer Service

Starting Pay:      $12.00/hour

The Help Desk Customer Support Agent will work closely with our Reseller’s direct customer base in assisting them with any concerns they may have regarding activation assistance, ordering, network issues, device troubleshooting, payments, or questions about billing.  The position will require 4-6 weeks in-office training with the opportunity to work remotely following successful demonstration of job performance and having acceptable internet speeds and a computer.

ESSENTIAL FUNCTIONS:

• HANDLES INBOUND SUPPORT CALLS FROM CUSTOMERS THAT COME INTO THE HELP DESK
• SOLVE TICKETS THAT ARE SUBMITTED BY CUSTOMERS THROUGH OUR TICKETING SYSTEM
• EFFECTIVELY COMMUNICATE WITH CUSTOMERS IN A PERSONABLE AND RESPECTFUL MANNER TO SOLVE THEIR ISSUES
• CLOSELY MONITOR CUSTOMER ALERTS AND REPORTING IN ORDER TO PREVENT FRAUDULENT ACTIVITY AND OVERAGES CAUSING EXTREME BILLING OVERAGES FOR CUSTOMERS
• WALK CUSTOMERS THROUGH ENTIRE ORDER PROCESS
• WORK WITH THE HELP DESK AND OPERATIONS TEAMS TO SOLVE ALL ACTIVATING, TROUBLESHOOTING, BILLING AND NETWORK ISSUES
• BUILD A RELATIONSHIP WITH THE CARRIERS TO ENSURE ANY NETWORK PROBLEM THAT ARISES GETS SOLVED QUICKLY AND EFFICIENTLY

REQUIREMENTS, EDUCATION, & QUALIFICATION:

• ONE YEAR MINIMUM CUSTOMER SERVICE EXPERIENCE PREFERABLY IN A TELECOMMUNICATIONS ENVIRONMENT
• PREFER ONE YEAR EXPERIENCE PROCESSING SENSITIVE CUSTOMER INFORMATION, NOT LIMITED TO BUT INCLUDING CREDIT CARD AND ACH PAYMENTS
• KNOWLEDGE OF MICROSOFT OFFICE 365
• MUST BE ABLE TO TYPE AT LEAST 35 WPM
• EFFICIENT IN 10 KEY DATA ENTRY
• EXPERIENCE WITH WIRELESS DEVICES PREFERRED
• Ability to work a flexible schedule, to include evenings and weekends

CANDIDATE PROFILE:

• STRONG organizational and follow-through skills, ATTENTION TO DETAIL, and able to handle shifting priorities
• High level of interpersonal, written, and verbal communication skills; Expresses self clearly and effectively during conversations
• Maintain the highest degree of confidentiality, professionalism, and diplomacy, while working with sensitive, confidential and/or proprietary material;
• Courteous, Dependable, and Trustworthy
• POSITIVE ATTITUDE, SELF-MOTIVATED, PROACTIVE AND WORKS WELL INDEPENDENTLY OR IN A TEAM SETTING; SEEKS AND DELIVERS IDEAS AND SOLUTIONS

PLEASE SEND YOUR RESUME AND REFERENCES TO MOBILE.HR@NRTC.COOP TO APPLY FOR THIS POSITION

Department:      Information Technology

Reports to:         Software Engineering Manager

The Web Application Developer position is primarily responsible for scoping, analyzing, developing and maintaining applications used to support the company’s daily business needs (specifically, but not limited to our internal customer relationship management system, Help Desk applications, and billing/OSS). Secondary tasks include providing technical assistance and support related to computer systems, hardware, or software. Respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions. This position will also support the review and approval of monthly wholesale bill runs, monitoring system performance for successful operation, and any latency or outages. This job has no supervisory responsibilities.

ESSENTIAL FUNCTIONS:

• Applications programming and analysis including developing, installing, and maintaining application programs, used by our company and our resellers
• Determine user’s needs, strategies, and automation goals and develop web applications that meet those needs along with providing documentation and training
• Respond to requests for assistance with the organization’s computer systems. Identify and troubleshoot problems, and provide assistance to users
• Assist in performing bill runs, providing support for the billing platform, and acting as backup when needed
• Other tasks as assigned by management

REQUIREMENTS, EDUCATION, & QUALIFICATIONS:

• Minimum bachelor’s degree from an accredited school with a focus in a software development, data base administration, and network design
• Three to five years experience with object-oriented development, tdd, and mvc architecture
• Demonstrated experience with ruby on rails, sql, web services, ecommerce, linux, postgres, git, microsoft office 365, google apps, json, and xml
• Must be able to follow established guidelines in writing efficient code to create applications which are easy to add to, maintain, and debug
• Ability to plan and manage projects with multiple customers/departments while remaining flexible
• Experience with troubleshooting and upgrading software and desktop/laptop hardware
• Wireless telecommunications is a plus
• Ability to work a flexible schedule, to include evenings and weekends

CANDIDATE PROFILE:

• Strong attention to detail
• Strong organization and follow-through skills; ability to multi-task
• Effective and professional written and verbal communication
• Self-motivated, proactive and works well independently; seeks and delivers ideas and solutions
• Works well with others in a team setting to effect change and solve problems
• Able to prioritize to meet deadlines, and to handle shifting priorities

PLEASE SEND YOUR RESUME AND REFERENCES TO MOBILE.HR@NRTC.COOP TO APPLY FOR THIS POSITION