The Brainiac – Tier 3 is responsible for providing expert technical and customer support for Buckeye Broadband specialized services. These services include (but are not limited to): commercial internet, commercial COAX phone, mailbox deletion, abuse email, providing support for virtual PCs used by Brainiac Support, and responding to customer’s social media inquiries and email. The Brainiac – Tier 3 will represent Buckeye Broadband’s highest standard of customer service maintaining the same level of professionalism and appearance. The Brainiac – Tier 3 is also required to introduce additional products and services to our customers to ensure the best customer experience.
The Brainiac – Tier 3 will own unresolved technical service problems referred to them and coordinate with engineering to provide resolution.
The Brainiac – Tier 3 must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of a Brainiac – Tier 1 & 2.
The Brainiac – Tier 3 reports directly to the Supervisor, Brainiacs. There are no direct reports to this position.
The Brainiac – Tier 3 interfaces with the following departments within the Company:

Interface Contact Regarding

Customer Operations Customer Issues, Backup customer support

Technical Operations Plant Issues

Engineering Service Issues

Sales Marketing of Support Agreements

Marketing Current Promotions

ESSENTIAL JOB FUNCTIONS:

The Brainiac – Tier 3 is accountable for the following:

Providing unaided first call resolution to the customer’s and field personnel technical questions by:
- Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned;
- Providing troubleshooting and support to the customer’s and contract field personnel request that are within skill proficiencies, Company policies, and department procedures;
- Researching difficult issues escalated by Brianiac – Tier 1 & 2;
- Coordinating the technical findings of Brainiac problems/situations with engineering for all products;
- Investigating new and or updated viruses, video information, guide updates, equipment updates and any other information that would be beneficial for that of the Brainiac, as well as preparing the rollout of information to the Brainiac – Tier 1 & 2 employees;
- Providing support for the hosted platform, including hosted email support, DNS changes, domain registration and renewal;
- Using troubleshooting with test software including but not limited to PC antivirus, computer diagnostics, network optimization software, and remote desktop connection;
- Maintaining Brainiac equipment and software
- Maintaining an up to date knowledge of current and emerging consumer electronics technologies through on the job training and home research;
- Servicing customers efficiently and thoroughly in a positive manner as outlined by the Brainiacs Technical Support Management Team;
- Taking a customer’s payment over the phone;
- Forwarding all requests or problems beyond their skill level to the appropriate area of the Company;
- Suggesting upgrades of service to our customers and implementing such changes;
- Solving all customer problems and achieving a 95% First Call Resolution on a continuous basis;
- Accurately creating 100 % of trouble tickets and/or service orders for customers when needed;
- Warm transferring of every call that is outside of their skill proficiency, unless there are calls in queue, and then they would need to inform the customer of the hold time;
- Meeting the standards of performance established by management for their job description;
- Proper use of all equipment and services assigned to a Brainiac workstations and the department;
- Provide backup assistance for Brainiac – Tier 1 & 2 activities;
Identifying Buckeye Broadband service issues and interfacing with various departments in the company for the appropriate subscriber follow up;
- Using design specifications or manuals to assist in detecting service problems;
- Properly documenting all work activities according to established standing operating procedures and practices;
- Properly noting and coding ALL account interactions;
Developing their personal skills and knowledge by:
- Attendance and participation in all training sessions, meetings, and coaching sessions as assigned;
- Working towards the successful completion of annual personal, department and company goals;
- Meeting the standards set forth by the management of Customer Operations;
- Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager;
Keeping the department neat and organized;
Insuring the confidentiality of all customer information;
Actively promoting the sale and retention of the Company's services to our customers and co-workers;
Performing outbound calling assignments when assigned by the department supervisor;
Actively pursuing the unauthorized use of our cable services;
Accurately recording time sheets and notifying a supervisor of all deviations to their scheduled work shift;
Helping to create an atmosphere of positive team work, cultural change and employee relations;
Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
Performing all other duties as deemed necessary and are within the guidelines of the department goals.

JOB SPECIFICATIONS:

Education and Experience

High School diploma/equivalent – required
Demonstrate through testing via written and or oral testing the ability to troubleshoot/ configure advanced customer premise equipment and computers-- required
- Above average knowledge of cable modem/hybrid fiber-coax network architecture
- Above average knowledge of telephone system terms and equipment
- Above average knowledge of Internet, Video and Phone terms and equipment
- Above average knowledge of MOCA technical specifications
- Above average knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols
- Above average analytical skills
A+ Certification or equivalent – preferred
2 year of computer repair experience – preferred
2 year of retail or customer service experience – preferred
Associate degree in Electronics/IT related – preferred
CCNA/CCNP, Network +, MCSE training/certificate – preferred
1 year prior practical experience in CATV system maintenance – preferred

Core Competencies

Accountable – See it, Own it, Solve It, Do it. Hold each other accountable
Agile – embraces change, adaptable and flexible, sense of urgency.
Collaborative – Teamwork, proactive knowledge sharing, constructive conflict
Customer Focused – External/Internal creates the exceptional customer experience, demonstrates a sales and service mentality.
Innovative – uses critical thinking; creativity; continuous learning; challenges the status quo.

Other Skills and Requirements

Ability to read and understand CAD designs
Keyboarding/typing speed: 30 words per minute
Software applications: Windows operating, Auto CAD LT, Microsoft Office, PC antivirus, computer diagnostics, network optimization software, and remote desktop connection

Present a professional appearance and demeanor
Background record that meets Company standards;
Punctuality and good attendance
Reliable means of transportation at all times;
Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so

PHYSICAL DEMANDS

May include walking, kneeling, standing, regularly lifting up to 20 pounds, stooping, crawling, climbing stairs, climbing ladders, sitting, driving, hearing, talking, vision, use of hands and fingers to grasp, hold, pick-up, rotate, keyboard, etc.

WORKING CONDITIONS:

The Brainiac – Tier 3 is a non-exempt position. The working hours may vary to accommodate the needs of the department and may require nights, weekends and/or holidays.
Overtime may be required and must be approved in advance by the supervisor.
The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
The Brainiac – Tier 3 works in a competitive environment, and as such works to consistently present a positive, proactive meeting of customer needs.

CONFIDENTIALITY:

Company resources and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.

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