· Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, satellite, digital phone, and computer issues· Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced· Diagnose and resolve technical problems encountered by customers· Consult internal software, tools and guides, to research customer issues and implement solutions· Document customer records with log of problems and solutions for use by other Technical Support Representatives.· Deliver exceptional customer experience while staying within our support scope guidelines· Educate customers in realizing the full benefit of the clients products and services and look for opportunities to improve our business and elevate customer experiences· Promote and sell the features, advantages, and benefits of client products and services to our customers· Employ time management and multi-tasking skills to maintain high service levels· Thoroughly document customer interactions and escalate potential service issues· Identify opportunities to improve customer service levels· Provide feedback to leadership teams to improve environment· Various other duties as needed