Customer Service Agent

Job Description

Position Summary:

At Bresco Broadband, Customer Service Agents play a pivotal role in ensuring customer satisfaction and loyalty. This position involves directly interacting with customers to resolve inquiries and issues, providing clear and comprehensive support on Bresco's services and products. Agents will troubleshoot basic technical problems, guide customers through service features, and follow up to confirm issue resolution. Reporting to the NOC Manager, agents are the frontline of Bresco's commitment to exceptional service, requiring strong communication skills, a customer-first attitude, and a passion for technology.

Responsibilities

• Answering general support calls and inquiries.
• Proficient in English communication.
• Assisting customers with basic troubleshooting steps.
• Providing information on Bresco Broadband services and products.
• Scheduling service calls and installations.
• Following up on customer inquiries to ensure resolution.
• Updating customer records with call information and resolutions.
• Escalating complex issues to Tier 1 as needed.
• Learning and understanding basic networking concepts to assist customers effectively.
• Maintaining high levels of customer service and satisfaction.
• Continuously monitor the network with Bresco-provided systems, reporting anomalies and outages.
• Resolve tickets assigned to Customer Service, documenting resolutions and maintaining communication with affected parties.
  
  

Job Knowledge, Skills, And Abilities

• Preferably 1 years in customer support or related field.
• Strong customer service skills: friendly, approachable, motivated, with a strong work ethic and a high degree of integrity.
• High energy, resourcefulness, and strong multitasking skills.
• Excellent written and verbal communication abilities.
• Basic computer skills required; knowledge of basic electronics and/or audio/video is helpful.
• Basic IT and networking knowledge (IP addresses, DNS).
• Ability to troubleshoot simple technical issues.
• Proficient in using computers and office software.
• Flexible schedule to cover various shifts, including weekends or evenings.
• Reliable transportation to the office location.
• Enthusiasm for technology and willingness to learn new systems.
• High school diploma or GED preferred; college or technical/vocational school education is a plus.
• Capable of training and developing others in the team.
  
  

Company Description

Bresco Broadband, established in 1999, is a leading Technology Company specializing in delivering reliable Internet Services via Fiber and Fixed Wireless, including IPTV streaming, VoIP, Data Center solutions, Access Control, and Video Surveillance for both residential and commercial sectors.

Benefits Include:

Paid Medical insurance

Six paid company holidays

14 days of PTO (sick/vacation/floating holiday time)

Free internet and TV if residing within Bresco’s serviceable area

Financial assistance for job-related education

Off-street parking for work

Bresco Broadband, established in 1999, is a leading Technology Company specializing in delivering reliable Internet Services via Fiber and Fixed Wireless, including IPTV streaming, VoIP, Data Center solutions, Access Control, and Video Surveillance for both residential and commercial sectors. Benefits Include: Paid Medical insurance Six paid company holidays 14 days of PTO (sick/vacation/floating holiday time) Free internet and TV if residing within Bresco’s serviceable area Financial assistance for job-related education Off-street parking for work