Technical Support Advisor

Overview

TDS Telecom is currently seeking Technical Support Advisors to join our team. This is a 100% remote work from home position in any of the 40+ US states in which TDS has a presence!! We will provide the equipment!

As a Technical Support Advisor, you would join the Contact Center Team that provides 24/7/365 support of TDS customers. Specifically, you will support TDS customers across all markets by providing assistance to those customers who have flagship, premium and legacy products. You should be highly technical and customer focused to deliver exceptional customer service. 

Details:

• Start Date: June 2nd, 2025
• Training: Remote training will be Monday-Friday from 8:00am-4:30pm CST (June 9th, 2025- July 21st, 2025)
• Starting Pay: $18.50/hr
• Shifts for this position will be required to work Saturday and/or Sunday.
• Starting shift times will vary with many having late evening hours (additional $1 for shifts starting after 11am)

***We expect perfect attendance during a 6-week training period to support your success. If you can commit to being here, we can commit to helping you create the life you want with the pay you deserve!***

Perks:

• 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

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

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.

Qualifications

Required Qualifications

• 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.

Other Qualifications

• Advanced troubleshooting skills related to telephony and data products
• 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, billing systems, plant records or inventory systems as well as 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.

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 inquiries from team members as well as help and train other team members.
• Proven ability to maintain confidentiality.

Attitude

• Positive outlook in challenging situations.
• Ability to present concerns in a constructive way.
• Promotion of strong team morale and spirit.
• Willingness to help others adapt to change.
• Process improvement champion.
• Leader by example; self-motivated.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• 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

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the diversity of our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base compensation for this position. The base pay rate offered is expected to be $18.50 per hour. In addition, certain positions may be eligible for additional forms of compensation, such as bonuses, commissions, or equity awards.

Pay Range (Hr./Yr.)