JOB PURPOSE:

Create client loyalty by designing and implementing processes that deliver high-quality support to Midco’s business clients. Partner with advanced services clients to troubleshoot and resolve technical issues, answer questions, and provide education on Midco’s products and service. 

The hiring range for this position is $25/hour to $27/hour. The actual base wage offered will be determined based on multiple factors including internal equity, location, and the individual’s job-related knowledge, skills and experience. In addition to the base wage, this position is eligible for a quarterly incentive based on company and/or individual performance. 

KEY FUNCTIONS:

Act as the primary point of contact for clients, showcasing exceptional diagnostic skills to resolve technical issues across a diverse product portfolio and managed services. Meticulously document each interaction to ensure all technicians have up-to-date client notes. Leverage documentation and standard operating procedures (SOPs) to support Midco’s advanced services clients. Serve as the escalation point for complex technical issues and escalated client concerns. Work directly with key stakeholders to find timely and effective resolutions for escalated technical issues. Possess proficiency in at least two of Midco’s advanced product offerings. Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco’s expanding product offering. Deliver proactive support to minimize the effort clients need to resolve issues.. Fulfill and maintain annual Client Service requirements to ensure effective interaction with all levels of business clients, as defined by leadership Successfully manage assigned tasks and effectively coordinate efforts across multiple groups. Thoroughly document procedures and work processes using all available tools, including but not limited to ICOMS, ticketing systems, snapshots, and the Central File Store. Collaborate effectively with vendors to assist in troubleshooting. Independently resolve client issues while keeping leadership appropriately informed. Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers. Adhere to Midco’s privacy guidelines to ensure each client’s privacy. Maintain regular attendance as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

Design and maintain support documentation and SOPs for Midco’s advanced data, voice, and video products. Effectively communicate with other departments to handle escalating issues in a timely manner. Support the mission, vision and values of Midco. Collaborate effectively with internal and external clients to ensure exceptional service. Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity. Remove obstacles for team members. Encourage creative solutions. Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility. Communicate clear expectations that set a high bar while holding team members accountable to reach these goals. Demonstrate business acumen by using data to drive decisions and actions. Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.   Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind. Actively follow Midco policies and procedures. Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

High school diploma or GED is required. Associate’s or Bachelor’s Degree in an Information Technology field or equivalent work experience required. CCENT certification or equivalent technical experience and technical support with client contact experience, is required. One to three years of previous network experience in the telecommunications industry is required. Basic understanding of LAN/WAN and Ethernet technologies, telephony technologies such as T1, SIP, and VoIP, and the ability to read and understand the configuration of a router or switch is a plus. Strong communication skills, including typing, spelling, and interacting with various stakeholders.

WORK ENVIRONMENT, PHYSICAL & MENTAL DEMANDS:

The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may occasionally be required to lift and/or carry loads of up to 30 lbs. Ability to analyze and solve complex problems effectively. Meticulous attention to detail in all tasks and documentation. Strong problem-solving skills to address and resolve issues efficiently. Expertise in relevant technical areas and the ability to learn new skills as needed. Provide effective on-call support and be prepared to work other than regular business hours as necessary. The noise level in the work environment is moderate. Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO: 

Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles. We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve. We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin. Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:  

Free Midco internet & TV  Great opportunities to get involved in volunteerism   Generous 401(k) match and paid time away from work programs  And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.  

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.