Job Summary:

FOCUS Broadband is seeking an enthusiastic technical troubleshooter to join our team as a Communications Service Specialist Level II in our On-Site Call Center. As Advance Technical Support, you will guide our customer service experience by assisting customers through repairs, installations, and assigning technical departments for on-site repairs. While No day at FOCUS Broadband is the same. Level II Technical Support frequently processes service orders, dispatches trouble reports and/or work orders, receives incoming customer trouble calls, and troubleshoots each repair call before dispatching to field technicians. All the data from inbound or outbound communications needs to be entered into FOCUS Broadband’s trouble management to track. The ideal candidate for this opportunity will be organized with the ability to communicate clearly and concisely while having a multifaceted workflow in a fast-paced work environment.

Please Note: This position does have set hours: Regular hours 8:00 AM to 5:00 PM. On-Call hours 9:00 AM to 6:00 PM in one-week increments. Weekend Shifts will be included with this position and will vary. Weekend work hours are 8:00 AM- 5:00 PM. The schedule is subject to change.

• Ability to work in a fast-paced work environment with distractions (Multitasking is an absolute necessity).
• Clear ability to communicate with customers, co-workers, and various business contacts professionally and courteously.
• Ability to work Saturdays, Sundays, and Holidays as scheduled.
• Ability to work the schedule and report to work punctually.
• Common understands telephone, CATV, FTTP (Fiber-to-the-Premises), Broadband, IPTV, and DOCSIS problems and steps to resolution
• Receive customer requests by telephone and/or email escalations regarding FIBER, DOCSIS, IPTV, MergeTV, and WI-FI service issues.
• Strong knowledge of Microsoft Windows Applications, Networking Hardware, and Topologies
• PC hardware (laptops and desktops), printers, routers, computer peripherals, Ethernet, TCP/IP, switches, remote desktop/terminal server clients

Preferred Qualifications to be Successful in this role:

• A high school diploma or equivalent is required. An associate degree in a related technical field is preferred.
• CompTIA Network+ Certification required or willing to obtain within 12 months
• 2-3 years previous dispatching work preferred.
• 2-3 years previous call center experience preferred.
• 2-3 years previous work with ticketing software preferred.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina’s largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring modern phone services to Brunswick County for the first time. As technology has grown so has ATMC. While ATMC began with phone services it grew into Cable TV, Dial-up internet, DSL, DOCSIS. Now our team handles high-speed internet through fiber-optic lines, Merge TV, Wireless Security, and more. In January 2022, our corporate name changed to reflect who we are today as broadband becomes our core service offering.

FOCUS Broadband will continue to provide the same award-winning customer service offered by ATMC but will continue to deliver our next-generation 100% fiber-optic network to the rural areas of North Carolina. With planned expansions into Duplin, Columbus, Pender, and Robeson Counties. FOCUS Broadband is also overbuilding the Brunswick County network by moving from older technology to overlaying fiber-optic lines to bring faster and more reliable internet to our customers. FOCUS Broadband is proud of our history of service and our reputation for putting our customers first.

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 300 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings as well as excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a “Local Company with Local Priorities.”

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive Salaries
• 401k w/ Company Match
• Additional 401k Company Contribution
• Health, Dental, Vision
• Short-Term & Long-Term Disability
• Tuition Reimbursement
• Generous PTO