NineStar Connect is an innovative, community-minded, communications, energy, water and sewer cooperative. We don’t have shareholders or investors: We’re a 125-year-old, nonprofit cooperative organization, owned by our members—the friends and neighbors we serve across East Central Indiana.

Career Development:

-          We value employees that have a desire to learn and provide reimbursement funds for continuing education. We’re also committed to in-house training and ongoing development. 

Company Benefits:

-          At NineStar Connect we offer a competitive array of benefits that include 401k matching, medical and life insurance along with profit sharing and various service discounts.

Wellness:

-          We offer a variety of wellness programs with paid incentives as well as on-site fitness centers available at each office location.

As a Support Technician, you will provide telephone, email and click-to-chat technical support to phone, dial-up, broadband Internet, and video customers, by answering questions, resolving issues, and processing information for NineStar Connect customers as well as other answering service customers.

Essential Duties and Responsibilities

• Provides Tier I and Tier II troubleshooting support by taking incoming calls and chat sessions regarding service problems, questions, or concerns. This includes, email, web authentication, loss of service, power outage calls, and other associated issues. 
• Accurately updating and closing trouble tickets while working with other departments inside the company to ensure that customer issues are tracked, dispatched, and resolved.   
• Process pre-instillation Service Orders. 
• Monitor various outage/alarm boards, ticketing systems, and cameras. 
• Testing of old equipment and either disposing of it or returning it to the field. 
• Occasional work in the field, either face-to-face with customers.

Knowledge of: 

• Company products, services, and procedures. 
• Computer hardware and break/fix skills. 
• Internet protocols, programs, and common issues. 
• Microsoft products (clients and systems)
• All common email clients and web browsers. 
• Various forms such as service orders and trouble tickets. 
• TCP/IP networking.  

Skill in:

• Providing "help desk" support. 
• Oral and written communication. 
• Problem solving
• Completing multiple tasks at once. 

Ability to: 

• Communicate with coworkers, customers, and vendors in a professional manner. 
• Work Independently. 
• Pay close attention to detail. 
• Work as a team player. 

Education and Experience: 

• High School Diploma required. 
• Technology based certifications preferred. 
•  Prior telecommunications, helpdesk, or technical support experience preferred. 

NineStar Connect does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, marital status, sexual preference, disability, or any other characteristic protected by law.