At KwiKom, we connect people to Internet and Phone service in-town and rural with fixed wireless and fiber technologies. KwiKom is looking for individuals with excellent customer service skills paired with technician ability. As a Field Technician you will play a vital role in the continued stability and growth of our organization.
For this job your will dispatch from your home daily with a KwiKom provided vehicle, and work in your geographical area.
May be located anywhere in Miami County, Kansas.
A Field Technician is part of a team of technicians, working individually in the field that:
Perform installation work including but not limited to Internet and Phone installs, and on-site service support and disconnects at customer homes and places of business.
Promote KwiKom Services and educate customers on the proper use of KwiKom’s services, including how to add additional services, connect devices, access support and proper equipment usage.
Exceeds our customer's expectations by providing top notch customer service.
Primary responsibilities, and essential functions include:
Record all required information on work orders, surveys, and referrals.
Provide complete customer service by asking questions, listening to customers in order to understand their needs, requests, or other issues.
Quickly diagnose and troubleshoot on-site technical service issues, including distinguishing between customer network and KwiKom connection issues, ensuring users have access to network systems, applications and services.
Ensure proper signal levels on wireless and fiber connections.
Clear the premises of all debris and materials after the installation is complete.
Appropriately manage difficult or emotional customer situations and respond promptly to customer needs.
Respond to requests for service and assistance in a timely manner.
Perform on-call duties as required.
Assist customers with basic billing, including taking payments, and basic account explanation.
Possess knowledge of KwiKom’s safety practices and policies, practice and enforce safety rules and procedures; operate all equipment in a safe manner.
Operate and drive a Company vehicle in accordance with KwiKom’s policies.
Communicate effectively and professionally in all forms of communication with internal and external customers.
Adhere to KwiKom’s privacy guidelines to ensure each customer’s privacy.
Maintain regular attendance as required by your position.
Function as an effective team member while supporting the efforts and concepts of other departments.
Support the mission, vision and values of KwiKom.
Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
Possess an enthusiastic, energetic, self-motivated, and detail oriented approach towards work and all work projects.
Possess strong problem solving and decision making skills while using good judgment.
Multitask and change from one task to another without loss of efficiency or composure.
Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, coworkers and management.
Identify opportunities for improvement while creating and implementing viable solutions
Actively follow KwiKom policies and procedures.
Promote KwiKom’s products by: doing “two-up, two-down” marketing, and placing yard signs when completing installations and on-site service support.
Perform other related duties as required and directed.
Skills required for this position include:
Team oriented, with great communication skills.
Ability to acquire knowledge of KwiKom technical support standards.
Ability to acquire knowledge about KwiKom's network, and basic technical network knowledge needed for troubleshooting on-site technical support issues.
Quickly build rapport and credibility.
Work within a fast-paced, high-change environment of a growing company.
Personal accountability to set priorities, organize workload, handle multiple interruptions, and meet deadlines while working with a flexible schedule to manage time effectively.
Ability to effectively communicate with customers professionally and utilizing proper word choice, including de-escalation of upset customers.
The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 80 lbs.
While performing the duties of this position, the employee is frequently exposed to outside weather conditions and may occasionally be exposed to moving mechanical parts, high, precarious places, risk of electrical shock, insects, reptiles and risk of radiation and vibration.
In-person visits to a customer’s home or place of business are normal in the performance of this job. Specific abilities required include accessing a customer's home or place of business by stairs or elevator, operating doors or other entrances, navigating hallways and buildings, etc., and adapting successfully to a constantly changing environment.
Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.
Must be able to climb poles, ladders, and other structures with proper equipment.
Must be able to work from elevated heights and in tight spaces such as attics and crawl spaces.
Ability to operate power tools for installation including a drill, and impact.
Basic knowledge of common building practices to properly install low voltage, and data wiring for customer service.
Technical network skills are a plus, but not required, KwiKom will train the right candidate.
At KwiKom, we offer:
Free KwiKom Internet and Home Phone, where team members can get KwiKom services at their home.
Medical, Dental, and Vision benefits after 60 days.
Casual, yet energetic and engaging work environment.
Retirement benefits including SimpleIRA matching.
Work-life balance, including generous time-off policies: up to 9 days of Paid Time Off during first year, and 6 Paid Holidays.
Career Advancement Opportunities.