Job Description:

teleNetwork is seeking qualified applicants to provide technical support assistance to businesses and consumers for Internet services, web hosting services, desktop support, and security related issues. Technicians must posses excellent customer service and the ability to build strong customer relationships on every call. Applicants should have excellent written and oral communication skills. teleNetwork offers flexible scheduling, incentives for performance, increased holiday pay, benefits and room for advancement.

Job Functions:

 To provide computer support for hardware and software by telephone, e-mail, chat and remote utilities for resolution of customer issues to ensure quality support and professional standards on each contact.

 Manage time effectively in order to obtain performance criteria objectives while creating a strong and efficient customer experience.

 Analyze computer software and system configurations to identify customer-reported issues and recommend corrective actions.

 Maintain accurate records of customer information to track customer history and report recurring problems to customer's product or service provider.

 Escalate complex issues to appropriate team following customer specific escalation procedures.

 Perform and complete related tasks and projects as assigned.

Required Skills:

 Strong customer service skills

 Experiencing using Microsoft Windows based operating systems

 Basic knowledge of the Internet and online software

 Excellent written and oral communication skills

 Professional attitude and goal oriented work ethic

Preferred Skills:

 Advanced knowledge of computer software and hardware

 Experience trouble-shooting computer networks

 Understanding of TCP/IP protocols and Internet connectivity

 Strong understanding of customer-support standards and processes, including problem resolution

Qualifications:

 High School diploma or related work experience.

 Call center, customer service, technical support, computer networking, help desk support or similar job experience.

 Interest in customer service and technology as it relates to providing technical support to businesses and consumers.

Benefit Summary

Health Care

teleNetwork offers two PPO plans for employees to choose from. A Base Plan with a $1,500 deductible and 80% coinsurance or a Buy-up Plan with a $500 deductible and 90% coinsurance. teleNetwork pays 75% of the employee’s Base Plan rate. If an employee chooses the Buy-up Plan, teleNetwork applies 75% of the employee Base Plan rate toward their Buy Up Plan choice. Both plans are offered by PacifiCare Care Signature Options PPO.

Dental

teleNetwork offers an optional group dental plan. Dental Select is the provider with coverage levels at 100% preventative care, 80% basic care, and 50% major care.

Vacation

teleNetwork employees begin earning paid vacation time at six months which can be taken at one year. In years one through four employees earn 10 days per year. Employees that have been with teleNetwork for five years earn 15 days per year.

Flexible Spending Account

teleNetwork offers a Section 125 flexible spending account which allows employees to pay for eligible health insurance premiums, health expenses, and dependent care expenses with income that is not taxed.

Credit Union Membership

teleNetwork employees can enjoy a membership with Star One Credit Union. Star One offers members a wide range of convenient and competitively priced products and services including full-featured checking, high yield deposit accounts and low-rate consumer and real estate loans.

Retirement Program

teleNetwork provides employees with a Defined Benefit Pension Plan that pays employees a specific monthly benefit at retirement. The retirement benefit is earned on a vesting schedule. Employees are 20% vested after two calendar years and continue over 6 years to become 100% vested.

Holiday Pay

Because of the nature of our business, we require employees to provide some availability during the holidays each year. Normally, teleNetwork will pay 1.5 to 2 times your hourly rate if you are scheduled to work a holiday. Our typical holidays covered at Holiday Pay rate are Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve and New Year’s Day.

About teleNetwork, Inc.

teleNetwork is a leading provider of outsourced technical support services and help desk solutions for industry leaders in telecommunications and management consulting. teleNetwork services include telephone support, web based chat, e-mail support, web portal support, and remote support enabling its agents to respond to each customers unique support requirements. teleNetwork services are leveraged by telephone companies, Internet service providers, wireless carriers, management consulting firms, managed services organizations, application service providers, and web hosting service providers providing turnkey customer care solutions.

FLSA (Fair Labor Standards Act):

As a Technical Support Representative Level 1 you will be eligible for all benefits that are outlined in the Fair Labor Standards Act. This will include payment of over time for all employees who are properly authorized to work over normal work week hours. teleNetwork, Inc. is required by this act to compensate non-exempt employees’ overtime pay at a rate of one-and-one half the regular pay rate for this position.

TELENETWORK IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER.