Required Qualifications 

• Technical certification or above -OR- 6 months experience in basic troubleshooting and diagnostic support for video, voice and internet products and services -OR- current or prior military service with honorable discharge.
• 6+ months customer service, help desk, or call center experience.
• 1+ years experience using a PC.
• Must follow the TDS attendance guidelines to meet our customers’ needs.

Other Qualifications 

• Call Center or Help Desk experience
• Preferred Associate Degree or Technical Certification in a Computer related field
• Understanding of the telecommunication industry
• Understanding of telecommunication products and services
• Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
• Experience with (but not limited to) ACD, trouble ticketing systems, plant record or inventory systems, software skills in business applications, such as spreadsheets, database applications and word documents
• Ability to adhere to schedule

Customer Focus

• Illustrated diplomacy, tactfulness and empathy when dealing with customers
• Exemplified ability to defuse escalations and high tension situations
• Well-developed ability to appease customers experiencing service outages and difficulties
• Ability to listen actively and ask clarifying questions to seek understanding
• Experience going above and beyond duty to delight customers
• Must have a genuine drive for customer satisfaction and retention
• Demonstrated sales experience

Decision making and Self-Management

• Skills in troubleshooting, solving problems and root cause analysis
• Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company. 
• Proven aptitude to work well in a team or independently with minimum supervision
• Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment

Troubleshooting

• Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting
• Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services

Interpersonal and Communication skills

• Proven history of working with diverse groups of people to accomplish goals and objectives
• Strong interpersonal, verbal and written communications skills
• Ability and willingness to listen actively to questions and inquires from team members, help and train other team members
• Maintain confidentiality

Attitude

• Positive outlook in challenging situations. Ability to present concerns in a constructive way
• Promote strong team morale and spirit
• Help others adapt to change
• Champion process improvement
• Lead by example - Self-motivated

Benefits:

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have.