[Remote] Technical Support Advisor (Remote-US)

Note: The job is a remote job and is open to candidates in USA. TDS Telecom is currently seeking Technical Support Advisors to join their team. The role involves providing 24/7 technical support to TDS customers across various products, requiring strong technical skills and a customer-focused approach. Responsibilities Provide first contact support for small & large business voice, video, data, and premium commercial product issues Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer-reported issues Provide a higher level of service to commercial customers by engaging other departments on behalf of the customer to help resolve the customer’s trouble Assist customers with Internet configurations and settings Answer calls in a "Virtual Call Center" environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved Interface between customers and technicians by effectively gathering the required information from customers via scripts and troubleshooting experience and documenting them in a trouble ticket Diagnose, troubleshoot, and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements Maintain knowledge of relevant TDS product offerings and technology Respond, troubleshoot and if necessary generate a trouble ticket for residential, small and large business voice, data and premium product issues. This may include the following tasks: Using various programs but not limited to, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine Research, resolve, record and respond to customer-initiated requests for assistance which may include voice, dialup, Internet, High Speed Internet, Business data, Remote PC, Video services, etc Educate customers in order to reduce repeat customer calls Defuse high tension situations by demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate to the next level of support Work off-line tasks in Right Now Web and/or in chat currently assigned to the Customer Repair Advisor Support Team Participate in project team initiatives and subject matter expert tasks Application testing Assist management with technical training Respond to customer inquiries via Right Now Web, email, chat, outbound call, etc Knowledge Base and process document enhancement recommendations Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs Contribute to overall process improvement by providing feedback to management on root cause analysis and recommended solutions Skills 1+ year customer service, help desk, troubleshooting or call center experience Must follow the TDS attendance guidelines in order to meet TDS's business needs, including but not limited to our obligations to our customers and to our customers' needs Benefits Medical, Dental, Vision coverage starting on day 1 of employment! Excellent 401k plan (100% matching on 3%, 40% matching on 2%) Annually, you will receive 3 weeks of vacation time and 2 weeks of sick time, which start accruing on your first day Discounts on TDS services Tuition assistance after working with TDS for 1 year Life Insurance Generous Vacation & Paid Sick Leave Seven Paid National Holidays & One Floating Holiday Paid Parental Leave (6 weeks after 12 months of employment) Adoption & Surrogacy Assistance Employee Assistance & Wellness Programs Short-Term & Long-Term Disability TDS Service Discounts Education Assistance Paid Volunteer Time Company Overview TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to a mix of small to mid-sized urban, suburban and rural communities throughout the U.S. It was founded in 1969, and is headquartered in Madison, WI, US, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship TDS Telecommunications LLC has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2023, 2 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.