IT Customer Support Specialist Intern
Fayetteville, AR
Work-Based Learning /
Help Desk / IT Generalist /
On-site
Apprenticely is working with our company partner, OzarksGo, to add three Tier 1 Customer Support Specialist Interns to their team in Northwest Arkansas!
This paid work-based learning opportunity is designed to help kick start your IT career and can roll into a full-time position based on employer demand!
Employer Profile: OzarksGo is a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit Internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma. They are a leader in the tech industry and recruit the very best professionals to make it all happen!
This position is performed in a call center environment, troubleshooting first tier technical issues for television, internet, and landline phones. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of OzarksGo and ensuring issues are addressed consistently with company policies and practices. The purpose of this positions is to provide a world-class experience and quality customer service to perspective and current customers of OzarksGo.
What You'll Do:
- Support all aspects of the subscriber experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service.
- Promote positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the general public to fulfill the goals of OzarksGo.
- Respond to subscriber inquiries and provides support via telephone, email, written correspondence, or face-to-face interaction regarding requests for OzarksGo services.
- Maintain accurate and complete records including but not limited to contact tracking, notes, and account set up.
- Address billing, collections, outages, and related procedures to ensure the generation of appropriate records, correspondence, and service orders for effective work management.
- Coordinate with internal staff and contractors to address various customer service-related issues, including eligibility, line extensions, seasonal billing, equipment, technical issues, etc.
- Promote a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication.
- Promote and maintain a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.
- Support and keep abreast of bylaws, guidelines, policies/procedures, and philosophies of the parent cooperative to effectively serve and support members and subscribers.
- Other duties as assigned in order to fulfill the objectives of OzarksGo and this position.
- You will have a professional mentor along the way!
Qualifications of an ideal candidate:
- 2+ years of experience in customer service and/or technical support.
- Experience using NISC Telecom Software
- Experience using ticketing systems
- Excellent communication skills
- One or more of the following certifications are a plus, but not required: CompTIA A+, Network+, IT Fundamentals, Security+, Server+
- Ability to operate standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine.
- Must have a valid driver’s license without violation, which would prohibit insurability.
- Ability to effectively present information, orally and written. This position requires efficient and accurate handling of money and applying money or credit to subscriber accounts.
- Ability to meet deadlines under pressure.
- Must be able to deal with a variety of people in varying situations with tact and diplomacy.
Our Must Haves:
- Current Arkansas state resident
- Ability to pass a standard background check and have a clean driving record
- Ability to work 40 hours a week, following the three-month internship
- Ability to work full-time in the United States without a current or future need for visa sponsorship
- High curiosity and interest in learning new technologies and growing or starting your IT career
- Technical aptitude exhibited through projects, experience, or online learning and the ability to communicate what you know
Additional Details:
- Pay Range: $15/hour
- Schedule: 40-hour week: 8 a.m. - 5 p.m. Monday-Friday during internship
- Length of Internship: 3 months with the potential to convert to a full-time opportunity based on employer demand
- Location: Fayetteville, Arkansas
- OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.
- This position is performed in a call center environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required. This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training. The physical activities and environmental 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 and expectations.
$15 - $15 an hour
How does the interview process work? Apprenticely will conduct an initial phone interview and assessment. Apprenticely will send selected resumes to companies that match the candidate’s skills and interests. Our employer partners will decide who to interview and select the final candidates for the internship program.
Meet the Apprenticely team and join our upcoming virtual webinars via zoom; dates and details are on our events page.
The Arkansas Center for Data Sciences dba Apprenticely will not discriminate against apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER. Apprenticely will take affirmative action to provide equal opportunity in apprenticeship and will operate the apprenticeship program as required under Title 29 of the Code of Federal Regulations, part 30
