P: 1-800-636-6680
F: 1-406-783-5283
Email: nemont@nemont.coop

Nemont Telephone
P.O. Box 600
61 HWY 13 S
Scobey, MT 59263

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Internet Coordinator

Location: Glasgow, MT
Type: Full-Time
Closing Date: Open Until Closed

Job Duties and Responsibilities

  • Interacts with customers either by telephone or in person in order to support all Internet transactions which include service orders, general service and technical support questions.
  • Reconciles concerns regarding customer accounts and/or documentation of Internet service related problems.
  • Demonstrates sales/marketing skills to recommend and sell all available Internet products.
  • Coordinates data service delivery with all associated departments.
  • Interacts with the all necessary departments and vendors to research and resolve technical issues.
  • Assists with Internet billing procedures.
  • Provide customer assistance on smart phones
  • Provide customer assistance on in home internet ready devices
  • Creates status reports for management as required.
  • Maintains customer contact logs.
  • Completes other office tasks as requested; faxing, maintaining department forms and paperwork, etc.
  • Escalate more advanced issues to tier 2 support.
  • Work with tier 2 technical support to resolve customer issues.
  • Prepares timesheet, documentation, and other routine paperwork.

Knowledge, Skills, and Abilities

  • Knowledge of company policies, procedures, products and services.
  • Knowledge of basic Internet systems.
  • Knowledge of computer operating systems such as Windows XP, Windows 7, Windows 8, MAC.
  • Knowledge of Internet technologies, languages, and platforms such as FTP, E-mail, HTTP, and Networking as related to Internet.
  • Knowledge of computer hardware and software.
  • Knowledge of modern office practices, procedures, and equipment.
  • Able to maintain productive relationships with customers in resolving service and billing related questions as well as marketing new services.
  • Able to obtain CCENT Certification
  • Able to prioritize and complete multiple projects.
  • Able to identify problems and resolutions.
  • Able to analyze billing information to ensure accuracy, including mathematical skills for calculating customer adjustments.
  • Able to operate various equipment including, but not limited to, scanners, printers, CD Rom, CD writer, modem installation, configuration and firmware.
  • Able to establish and maintain effective working relationships with other employees, the general public and to deal with customers courteously and tactfully.
  • Able to work in a team environment and interface with other departments in a positive/productive manner.
  • Able to keep customer information confidential.
  • Able to organize and prioritize multiple work assignments under occasional stress situations with frequent interruptions.
  • Able to communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a courteous and professional manner.
  • Able to pay close attention to detail and maintain memory for and attention to numerous details.
  • Able to follow written and oral instructions.
  • Able to complete work with defined deadlines.
  • Able to configure any of the common Internet programs such as network protocols, Microsoft Internet Explorer, Windows Live Mail, Microsoft Outlook.
  • Possesses or has ability to learn solid troubleshooting skills through acceptable processes of elimination.
  • Able to maintain confidentiality of Company records when required.
  • Able to manage the inventory of the Internet department and aid other Internet Coordinators if problems are advanced.
  • Able to be on call as needed.
  • Able to make decisions in accordance with established company policies and procedures.
  • Able to sit for long periods of time entering data at a computer.
  • Able to maintain efficient workflow.
  • Able to maintain consistent attendance to ensure work is completed in a timely manner.
  • Able to work occasional weekend and evening hours.
  • Able to travel to Company and/or customer locations.
  • Able to obtain and maintain a valid driver’s license, have a good driving record and be insured under the Cooperative’s insurance policy.

Education/Experience

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify.  A typical way to obtain the knowledge, skills, and abilities would be:  General Internet experiences both from a selling and technical aspect.  Entry level Internet skills including e-mail, web hosting, and broadband knowledge a plus.  Strong computer background in either hardware or software is desirable.  Experience with Internet system management and Lan/Wan is desired.

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