Pioneer Telephone Cooperative, Inc.
  • 20-Jan-2020 to 01-Apr-2020 (CST)
  • Kingfisher, OK, USA
  • Internship

General Summary:

The primary purpose of this position is to assist in providing effective technical support to our Internet, DTV and Telco customers. Handles customer needs from establishing new accounts to service requests and disconnections. Sells and promotes products and services of the company while interacting with customers.

Essential Job Functions:

  • Assist in providing technical support and long term resolution for customers by researching and troubleshooting issues related to Internet, DTV and Telco` products and services.
  • Uses tools and procedures for technical and billing related issues, including analyzing results to determine repair procedure and fully exhausting all avenues before escalating to the next level.
  • Handles customer interactions by utilizing departmental quality assurance standards and maintains at least an 80% success rate.
  • Thoroughly and efficiently gathers all trouble ticket information and accurately completes appropriate processes in a timely and efficient manner.
  • Set up of routers and diagnosis and repair of wireless network issues that occur.
  • Promotes and sells products/services to new and existing customers.
  • Stays up-to-date on technology and company policies and procedures.
  • Partners with other departments to uphold high customer satisfaction which includes following up on elevated customer service issues and handling calls from other lines of business.
  • Analyze trouble ticket to determine when after hour and weekend callout of field tech is necessary.
  • Commits to performing job duties in a manner that ensures a safe work environment.
  • Willingly and cooperatively performs other related duties as assigned by management.

Minimum Qualification

  • Completed Junior or Senior year in high school.
  • Finished 1 year Computer Repair & Networking
  • Enrolled in the 2nd year of Computer Repair & Networking

Knowledge, Skills and Abilities:
• Basic knowledge of Internet setup, connectivity, email and a variety of DTV issues ranging from programming, setup and pixelization including    equipment and communication principles.
• Basic knowledge of various computer operating software and their differences in relation to DSL connections.
• Basic understanding of the various email clients such as Outlook Express, Microsoft Outlook, Thunderbird, Incredimail, and macmail.
• Ability to analyze technical and billing related issues by using a wide variety of troubleshooting tools including but not limited to: Admin, Calix    and Pulse Monitor and Flexibill.
• Basic knowledge of router set up for networking.
• Proficient in operating a personal computer and software applications pertaining to job function.
• Excellent phone etiquette skills and ability to defuse angry customers.
• Knowledge of company products/services, policies and procedures.
• Good listening, verbal and written communication skills.
• Ability to adapt in a rapidly changing environment.
• Ability to prioritize, complete multiple tasks, identify problems and find resolutions.
• Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
• Ability to work with frequent interruptions and to pay close attention to detail.
• Ability to maintain strict confidentiality guidelines in accordance with company policy.
• Ability to read and interpret various formats of English language instruction.
• Ability to demonstrate dependability through good attendance and adherence to timelines and schedules.
• Able and willing to be on call and work extended hours, weekends and holidays.
• Ability to function independently and as a team player while projecting a positive attitude.
• Able and willing to continue business skill development.

Physical Requirements:
• Sitting or standing for extended periods, walking, finger dexterity, feeling, repetitive motions, talking, hearing and visual acuity including close    vision.
• Occasionally may be required to lift up to 20lbs.
• May be required occasionally to stoop, kneel or bend.

(Note: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and physical requirements.)

EOE/Minority/Female/Disability/Veterans

This institution is an equal opportunity provider and employer


If you are unable to utilize the online application process and would like to speak to a representative, please call 405.375.0164 between the hours of 8:00 a.m. to 5:00 p.m., Monday thru Friday. If the representative is unavailable, please leave a message and your call will be returned as soon as possible.

Pioneer Telephone Cooperative, Inc.
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