About Company
BT Group is a leading global telecommunications company with a rich history of innovation, connecting millions of customers across 180 countries. We are at the forefront of driving digital transformation, offering a comprehensive suite of services including broadband, mobile, TV, and cutting-edge IT solutions for consumers and businesses alike. Our commitment to technology, sustainability, and unparalleled customer service has made us a trusted partner worldwide. As we explore new opportunities and expand our global footprint, we are building a team that shares our passion for connecting people and pushing the boundaries of what’s possible in the digital age. Join BT Group and be a part of shaping the future of connectivity.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping people? BT Group is seeking a dedicated and enthusiastic Technical Support Specialist to join our new, growing team in Albany, Georgia. This is an exciting opportunity to be at the forefront of our expansion, playing a pivotal role in ensuring our customers receive exceptional support and seamless service.
As a Technical Support Specialist, you will be the first point of contact for our valued customers, providing expert guidance and rapid resolution to a wide range of technical inquiries. From troubleshooting connectivity issues and diagnosing hardware/software problems to guiding users through complex configurations, your expertise will be crucial in maintaining our high standards of customer satisfaction. You’ll work with diverse technologies, including broadband networks, cloud services, and various business applications, ensuring our clients’ operations run smoothly and efficiently.
This role requires a keen analytical mind, strong diagnostic skills, and an unwavering commitment to customer success. You will manage customer interactions through multiple channels – phone, email, and chat – requiring excellent verbal and written communication abilities. We’re looking for someone who can translate technical jargon into clear, understandable language, empathize with customer challenges, and provide solutions with patience and professionalism.
At BT Group, we believe in empowering our employees with the tools and training they need to excel. You’ll have access to continuous learning opportunities, staying abreast of the latest technological advancements and BT’s innovative product portfolio. This position offers a dynamic work environment where no two days are the same, and your contributions directly impact our reputation as a trusted technology partner. If you’re ready to take on a challenging yet rewarding role in a company that values innovation, collaboration, and putting customers first, we encourage you to apply and help us build our legacy in Albany. Your journey to a fulfilling career starts here, where your technical skills and customer-centric approach will be celebrated and developed.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, resolving issues efficiently and effectively.
- Diagnose and troubleshoot technical problems related to internet connectivity, hardware, software, and BT Group products/services.
- Guide customers through step-by-step solutions, ensuring a clear understanding of the resolution process.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Escalate complex issues to senior technical teams or specialized departments when necessary, ensuring smooth handover.
- Maintain a high level of customer satisfaction through professional, courteous, and empathetic service.
- Stay updated on BT Group's products, services, and technical solutions to provide informed support.
Required Skills
- Proven experience in a technical support or customer service role (1+ year).
- Strong understanding of networking concepts (TCP/IP, Wi-Fi, DNS) and internet protocols.
- Proficiency in troubleshooting common hardware and software issues on various operating systems (Windows, macOS).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Exceptional problem-solving and analytical abilities.
- Customer-focused mindset with a strong commitment to service excellence.
- Ability to work effectively in a fast-paced, team-oriented environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, Network+, or similar.
- Experience with CRM software and remote diagnostic tools.
- Familiarity with telecommunications technologies and services.
- Multilingual abilities, especially Spanish, are a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching.
- Opportunities for professional development and continuous training.
- Employee assistance program for personal and professional support.
- Employee discounts on BT Group products and services.
How to Apply
Interested candidates are invited to visit the BT Group careers portal by clicking the link below. Please navigate to the job search section and look for relevant Technical Support roles, indicating your interest in our Albany, Georgia opportunities. We encourage you to click on the link below to explore career possibilities with us.