ADDITIONAL JOB REQUIREMENTS:

This is an entry level position within the Network Support team . Works under close supervision performing general tasks as directed, completing routine routing assignments on time. Provides first level customer support; assisting with the resolution of technical and service trouble reporting issues. Functions as the customer advocate ensuring technical problems and issues are resolved or escalated in a timely manner. Communicates all maintenance and installation activities that may impact services provided to customers to detect, act on and track all problems.

MINIMUM QUALIFICATIONS:

Required: * A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of six (6) months experience in a customer service or call center environment. *

DRIVING REQUIREMENTS :

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.
• Additional background checks, security checks, and/or participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy the conditions of a contract or proposed contract with a business partner or client.
  The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
  Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
  EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
  DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
  All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Provide technical support and customer education, via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional timely manner.
• Follow established procedures, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.

Required: * A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of six (6) months experience in a customer service or call center environment.