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Technical Solutions Advisor
Epb
Providing technical support and troubleshooting via telephone, email, and web chats for various voice, video, and internet services, with a focus on customer satisfaction.
14d ago
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Chattanooga, TN
Field
Company Size
1,000 Employees
Service Specialisms
Electricity
Internet
Telecommunications
Cable TV services
Energy Solutions
Small Business Internet
Enterprise Internet
Hosted Phone Solutions
Sector Specialisms
Energy
Telecommunications
Infrastructure
Utilities
Residential
Commercial
Role
What you would be doing
troubleshoot problems
support applications
customer communication
maintenance support
issue communication
issue coordination
- Identify and troubleshoot recurring problems to find permanent solutions.
- Support new applications.
- Communicate with customers using in-depth interviews to solve service issues.
- Provide support to operations with day-to-day maintenance issues. Escalate real-time complex technical issues to the appropriate party only after exhausting all means of handling within and considering the company's financial impact.
- Communicate effectively with other Technical Solutions Advisors, departments, and customers regarding the disposition and status of trouble.
- Coordinate the clearance and correction of trouble for RF, IPTV, streaming video, internet access, fixed wireless, and telephone services.
- Process trouble reports using appropriate systems with accurate documentation of customer interaction and the engagement of internal and external support teams as necessary.
- Prioritize and manage several open issues via different media at one time.
- Work continuously on a task until completion or referral to third parties if appropriate. Follow up and be sure issues are resolved and the customer is satisfied.
What you bring
os knowledge
communicate
hardware
office
customer service
task-focused
- Working knowledge of standard residential operating systems (current and recently obsolete), including Microsoft Windows, Apple OS, and various mobile OS
- Communicate effectively for long hours.
- Any combination of education and work experience equivalent to graduation from high school and/or any other combination of education, training, or experience that provides the required technical knowledge, skills, and abilities.
- Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
- Available to work any assigned shift in a 24/7/365 call center work environment. Available to work at least 70% of the time when asked.
- Excellent customer service, oral & written communication, interpersonal, problem-solving, and teamwork skills.
- Other commonly used commercial products (including Microsoft Office), strong Microsoft Outlook skills.
- Strong working knowledge of common technical issues to offer support when needed.
- Working knowledge of standard residential hardware, including but not limited to residential-grade tablets, laptop/desktop hardware, video streaming technologies, smart TVs, security cameras, printer connectivity, etc.
- Ability to adapt to new procedures with minimal interruption.
- Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
- Antivirus Software – familiarity with the function and operation of popular antivirus software suites.
- 1 year of related experience or training in a technical environment.
- Ability to demonstrate professionalism and optimism via verbal communication with peers and end-users.
- Microsoft Excel basic skill in cell formatting, simple equations, protecting cells and worksheets from accidental changes, and efficient data entry for repetitive action.
- Ability to show technical knowledge through pre-employment assessments.
- Funding a Financial savings program that helps you plan your future - 401K
- Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
- Work day and night, including weekends.
- Volunteer Opportunities
- Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
Information not given or found
Interview process
- apply at epb.com/careers
- application evaluation by the recruiting team
- phone conversation with recruiter and technical assessment
- virtual panel interview with recruiter and hiring manager(s)
- offer extension, if selected
- background check & drug screen
Information not given or found
Security clearance- possession and maintenance of a valid driver's license
- background check & drug screen
People also searched
Company
Overview
Since 1935
Year of founding
This year marks the company's long-standing commitment to innovation and service in energy, internet, and smart city technologies.
1 Gbps
Internet Speed
The company was the first in the United States to offer this groundbreaking internet speed, setting a new standard for connectivity.
- Offers innovative solutions in energy, internet, and smart city services.
- Focus on sustainability and cutting-edge technology.
- Provides the nation's fastest internet service.
- Energy services include power generation, distribution, and smart grid technologies for efficiency and reliability.
- Pivotal role in Chattanooga's smart city initiatives, integrating data and technology for smarter living.
- Key driver of economic growth in the region, providing high-quality infrastructure for local businesses and homes.
- Fiber optic network contributes to Chattanooga’s reputation as the 'Gig City'.
- Committed to sustainable practices, emphasizing renewable energy sources and eco-friendly technologies.
- Mission: 'enhance the quality of life in our community by providing energy, communications and related services reliably, efficiently, and courteously at the best possible value.'
- Vision: 'aspire to be our community’s greatest asset.'
- We start with 'yes' — embracing innovation and possibility via our 100% fiber‑optic infrastructure.
- Organizational culture built around customer service: intentional hiring, training and rewarding of behaviors that treat customers 'as if they have a choice.'
- Investing in employees through medical/dental/prescription benefits, tuition reimbursement, paid leave, onsite clinic and fitness, EV charging, and retirement savings.
- Energetic, supportive culture: co‑working spaces, team celebrations, performance feedback, and recognition.
10M kWh/year
Energy Saved
Smart grid solution reduces electricity consumption, contributing significantly to energy efficiency and cost savings.
972 Cars Removed
Carbon Impact
Efficient grid operations lead to substantial carbon dioxide reduction, equivalent to taking a large number of cars off the road.
$2.6M Annually
Cost Savings
Smart grid implementation results in significant financial savings through reduced energy consumption.
630,000 Truck Miles
Mileage Reduced
Smart switches and grid improvements lower the environmental impact by reducing truck-miles and associated emissions.
- Solar Share community solar initiative powers homes and supports renewable energy credits.
- Recycling and composting efforts divert significant waste and contribute to environmental sustainability.
- Home energy upgrades improve efficiency and reduce overall carbon footprint.
- Microgrid with clean energy sources provides reliable power with a quick payback period.
- Fuel fleet optimization includes increased use of biodiesel and hybrid vehicles.
48% women workforce
Workforce Diversity
Approximately 48% of the overall workforce is women, reflecting the company's commitment to gender diversity.
35% women leadership
Leadership Representation
About 35% of leadership roles are held by women, indicating progress toward gender balance in leadership positions.
By 2028 goal
Representation Growth
The company aims to increase representation of women and underrepresented groups in technical and leadership roles by 2028.
- Diversity statement: “No matter who you are, we want you to feel comfortable being you. We’re committed to creating a workforce that reflects the diversity in our community.”
- Hiring screens for passion for service and community orientation; interviews candidly present role challenges.
- Around‑the‑clock customer service staffing (24/7/365) reflecting commitment to inclusivity in service.
- Investments in employees include benefits and programs accessible to all regardless of background.
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