Customer Repair Advisor I

TDS Telecom Pine River , MN 56474

Posted 2 months ago


#TDS Telecom is seeking individuals to join our Technical Support Advisor team. If you enjoy technology and assisting others, we want you on our Technical Support Team! We are currently hiring for our June training class in Pequot Lakes, MN.

The Technical Support Advisor position is a shift position that provides 7/24/365 support of TDS customers. Specifically, this position will:

  • Provide first contact support for residential and small business customers to resolve service repair/installation, video, voice and HSD connectivity issues

  • Demonstrate exceptional customer service skills in order to exceed customers' expectations and to minimize escalations by taking ownership of customer reported issues.

  • Answer calls in a 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.

First and second shifts available. $15.30/hour plus shift differential for second shift.Training starts on June 5th. Full-time 40 hours per week; This position is also eligible for our excellent benefits package - many benefits start on day one.

Benefit Highlights:

  • Paid 3 week classroom style training

  • Paid time off

  • Medical, Dental and Vision benefits with coverage that starts day 1

  • Educational assistance after 1 year of service

  • 401K match

  • Excellent promotional opportunities


Respond, troubleshoot and if necessary generate a trouble ticket for residential & small business customers' repair/installation (service interruptions, requests, complaints & etc.), issues. This may include the following tasks:

  • Using various programs but not limited to, Aspect Uniphi Connect (ACD), UTS, CSG, BBX and web-based access to ports, switches and voicemail

  • Conducts initial troubleshooting including using knowledge of cable/video products and services, prior to entering ticket.

  • Educate customers on technical issues in order to prevent repeat customer calls

  • When applicable, relay ticket status with customer and team-members

  • Defuse high tension situations by taking ownership, demonstrating empathy, proposing alternatives and negotiating credits when appropriate. If necessary, escalate issue to the next level of support.

Respond to customer e-mail inquiries and customer online Chat inquiries.

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.


Required Qualifications:

  • 6+ months customer service, help desk, troubleshooting or call center experience
  • OR- current/prior military service with honorable discharge.
  • 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

Physical Demands and Work Environment. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee regularly communicates with customers. The employee is frequently required to move about and reach for items. The employee may occasionally lift and/or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

TDS Telecommunications LLC (TDS Telecom/TDS) delivers high-speed internet, TV entertainment, and phone services to nearly 900 rural, suburban, and metropolitan communities across the U.S. With more than 1.2 million connections, TDS is one of the fastest growing technology companies in the United States. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit

TDS Telecom, headquartered in Madison, Wis., employs nearly 2,700 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000 company. Founded in 1969, TDS Inc. employs 9,400 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit

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Customer Repair Advisor I

TDS Telecom