Subscriber Support Representative

OEC Fiber, located in Norman, OK, is taking high-speed fiber services where no one else will. Powered by Oklahoma Electric Cooperative, OEC Fiber brings the power of high-speed fiber services right to the front door of homes and business. We are proud to provide affordable and reliable high-speed fiber services coupled with some of the most exceptional customer service in the area. We offer competitive pay, an excellent benefits package including medical, vision, and dental insurance, retirement options, as well as paid vacation and sick leave.

We are currently accepting applications for Subscriber Support Representative in our Fiber & Broadband department. This is a full-time, in-office position located at OEC headquarters in Norman, OK. The Subscriber Support department is staffed 8 am - 8 pm, Monday - Saturday and this position will typically work Tuesday - Saturday, 11 am - 8 pm. Work outside of the typical shift may be needed to due to shift changes or emergency situations.

The Subscriber Support Representative is responsible for assisting residential and commercial subscribers in the technical use and operation of OEC Fiber products, services, and equipment. Employees in this position utilize various methods of communication to provide excellent service through efficient Tier I and Tier II technical troubleshooting and problem resolution.

Responsibilities include:

• Provides Tier II support to subscribers regarding issues related to internet, TV, and phone services offered by OEC Fiber, including but not limited to: basic and escalated troubleshooting, some equipment issues, installation and configuration support, user account resets.
• Works closely with subscribers and strives to provide resolution to problems in a prompt, courteous, member-focused manner.
• Provides basic training and assistance for subscribers on features of software, hardware, and operating systems.
• Maintains knowledge of all OEC Fiber products, services, and capability of systems.
• Monitors systems and equipment operations and service reliability.

Ideal candidates meet the following qualifications:

• High school diploma or equivalent and 2 years' experience OR Associate's degree
  • Experience should be of a progressively increasing responsibility in technical support, help desk, and customer service.
  • Education should be in IT or related field
• Intermediate knowledge of internet/WiFi, phone, TV, and related equipment/devices and technologies
• Intermediate knowledge of Microsoft Office applications
• Skill in: strong verbal and written communication; actively looking for ways to help others;determining how a system should work and how changes will affect it; teaching others how to do something
• Ability to: use procedures to solve problems; combine various pieces of information and create solutions
• Qualities of: dependable; detail-oriented; adaptable