Job DescriptionThe Technical Support Specialist (Brainiac -- Tier 1) is responsible for the first call resolution and troubleshooting of Buckeye's voice, video, and data products as well as basic Brainiac subscriber calls. The Brainiac -- Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac --Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time. The Brainiac -- Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel. The Brainiac -- Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.

　　Education and Experience

　　High School Diploma/GED -- requiredCertify within 12 months to be a Brainiac -- Tier 2 - requiredPrevious experience in a Help Desk environment -- preferredKnowledge of cable modem/hybrid fiber-coax network architecture -- preferredKnowledge of telephone system terms and equipment -- preferredKnowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols -- preferredPrevious experience with electronic video equipment -- preferredCore Competencies

　　Accountable -- See it, Own it, Solve it, Do it; Hold each other accountable;Agile -- Embraces change; adaptable and flexible; sense of urgency;Collaborative -- Teamwork, Proactive knowledge sharing, Constructive Conflict;Customer Focused -- External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;Innovative -- Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.Applications accepted online at www.buckeyebroadband.com