About Company
Sky Group is a leading media and entertainment company, part of Comcast Corporation, with a vision to connect customers to a better world. We are committed to delivering exceptional experiences across our diverse range of services, including television, broadband, and mobile. With millions of customers relying on us daily, our mission is to innovate, entertain, and inform. Our values prioritize customer satisfaction, operational excellence, and fostering a dynamic and inclusive work environment where every voice is heard and valued. We believe in empowering our teams to deliver their best, providing the tools and support needed to thrive in a fast-paced, evolving industry. Join Sky Group and be part of a global team that’s shaping the future of entertainment and connectivity.
Job Description
Are you passionate about technology and dedicated to providing outstanding customer service? Sky Group is immediately hiring for a Technical Support Specialist to join our dynamic and supportive team. In this remote role based in Marshalltown, Iowa, you will be the first point of contact for our valued customers, resolving a variety of technical issues related to our products and services. This is an exciting opportunity to leverage your problem-solving skills and technical expertise to enhance the customer experience. You will handle inquiries via phone, email, and chat, guiding users through troubleshooting steps, diagnosing complex problems, and ensuring timely and effective resolutions. We are looking for someone who is not only technically adept but also possesses excellent communication skills, empathy, and a genuine desire to help others. You will be instrumental in maintaining Sky Group’s reputation for reliable service and customer satisfaction. The ideal candidate will be a proactive learner, adaptable to new technologies, and capable of working independently while contributing to a collaborative team environment. Comprehensive training will be provided to ensure you are fully equipped to excel in this role. If you are ready to make a significant impact and grow your career with a global leader, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat for Sky Group products and services.
- Diagnose and troubleshoot technical issues related to internet connectivity, digital TV services, and mobile devices.
- Guide customers through step-by-step solutions, including device setup, network configuration, and software troubleshooting.
- Escalate complex issues to senior technical teams when necessary, ensuring proper documentation and follow-up.
- Maintain accurate records of customer interactions and technical issues using our CRM system.
- Educate customers on product features, self-service options, and best practices to optimize their experience.
- Contribute to knowledge base articles and improve internal documentation.
- Adhere to service level agreements (SLAs) and strive for first-contact resolution.
- Continuously update knowledge on new products, services, and technical advancements.
Required Skills
- Minimum of 1 year of experience in a technical support or customer service role.
- Strong understanding of networking fundamentals (TCP/IP, Wi-Fi, routers).
- Proficiency in troubleshooting common operating system issues (Windows, macOS).
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to diagnose and resolve technical problems systematically.
- Proficiency with CRM software and ticketing systems.
- High school diploma or equivalent.
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 remote diagnostic tools and software.
- Familiarity with digital TV platforms and mobile operating systems (iOS, Android).
- Proven ability to work independently in a remote work setting.
Perks & Benefits
- Competitive salary with performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) matching program.
- Employee assistance program (EAP).
- Opportunities for professional development and career advancement.
- Access to Sky Group's premium content and services.
- Inclusive and diverse work environment.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter. We look forward to reviewing your qualifications!