About Company
GCI is Alaska’s largest and most advanced telecommunications company, headquartered in Anchorage with a significant presence across the entire state, including vital operations in Kenai. For over 40 years, we have been at the forefront of connecting Alaskans, providing a comprehensive suite of internet, wireless, video, and voice services. From enabling high-speed connectivity in bustling urban centers to bringing essential communications to the most remote villages, GCI is dedicated to bridging the digital divide and enhancing the quality of life for our customers. We are driven by a spirit of innovation, a deep commitment to the communities we serve, and a passion for technology. Our culture fosters excellence, empowers employees to make a tangible difference, and promotes a collaborative environment where continuous learning, professional development, and personal growth are highly valued. Join GCI and be part of a team that shapes the future of connectivity in Alaska.
Job Description
Are you a natural problem-solver with an unyielding passion for technology and a genuine talent for guiding and helping people through technical challenges? GCI is actively seeking a highly dedicated and customer-focused Technical Support Specialist to become a pivotal part of our remote assistance team, operating directly from Kenai, Alaska. In this critical role, you will stand as the frontline hero for our valued customers, providing essential, expert-level remote technical support for a wide array of GCI’s cutting-edge products and services. This includes our award-winning high-speed internet, advanced digital TV platforms, robust wireless networks, and crystal-clear voice solutions. You will be responsible for meticulously diagnosing and resolving complex technical issues, patiently guiding users through intricate setup procedures, and adeptly resolving frustrating connectivity problems with both speed and unparalleled expertise, all while working comfortably and effectively from your remote workspace. This is more than just a support job; it’s a vital position that directly impacts our customers’ daily lives, ensuring they remain seamlessly connected and can fully utilize the essential services they rely on for work, education, and entertainment. We are looking for an individual who thrives in a fast-paced, dynamic environment, possesses exceptional communication skills across all mediums, and is deeply committed to delivering an outstanding customer experience with every single interaction. If you are ready to leverage your technical prowess and empathetic approach to make a significant, tangible difference in the vibrant Alaskan community, we strongly encourage you to apply and join our mission.
Key Responsibilities
- Provide expert remote technical support to GCI customers via phone, chat, and email for internet, wireless, TV, and voice services.
- Diagnose and resolve a wide range of hardware and software issues, network connectivity problems, and service disruptions.
- Guide customers through step-by-step troubleshooting procedures, ensuring understanding and successful resolution.
- Perform remote diagnostics and utilize various tools to identify root causes of technical issues.
- Escalate complex problems to higher-level support teams when necessary, ensuring proper documentation and follow-up.
- Maintain accurate records of customer interactions, technical issues, and resolutions in our CRM system.
- Educate customers on product features, self-service options, and best practices for optimal service performance.
- Stay current with GCI's evolving product offerings, service changes, and technical support best practices.
- Contribute to a positive team environment, sharing knowledge and collaborating to improve overall support efficiency.
Required Skills
- Minimum 3 years of experience in a technical support or help desk role, preferably in a telecommunications environment.
- Strong understanding of internet protocols (TCP/IP), Wi-Fi technologies, and home networking concepts.
- Proficiency in diagnosing and troubleshooting PC/Mac hardware and software issues.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Demonstrated ability to provide exceptional customer service and de-escalate challenging situations.
- Experience with CRM software and ticketing systems.
- Ability to work independently in a remote setting with minimal supervision and manage time effectively.
- A quiet, dedicated home office space with reliable high-speed internet connectivity.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or other relevant technical certifications.
- Experience supporting GCI specific products and services.
- Knowledge of mobile operating systems (iOS, Android) and smart home devices.
- Previous experience working in a remote support capacity.
Perks & Benefits
- Competitive salary and comprehensive benefits package including medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including holidays and vacation.
- Employee discounts on GCI services.
- Opportunities for professional development and career advancement within Alaska’s leading telecommunications company.
- A supportive and collaborative remote work environment.
- Access to the latest technology and tools to enhance your remote work experience.
How to Apply
Ready to connect Alaska and join a dynamic team? Please submit your application by clicking the link below. Ensure your resume highlights your relevant technical support experience and customer service skills. We look forward to reviewing your qualifications!