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Technical Support Specialist Job in Northwood, Ohio US

Technical Support Specialist


Posted: 4/8/2021 - Expires: 7/2/2021

Job ID: 226059572


Job Description

Job Description

The Technical Support Specialist (Brainiac – Tier 1) is responsible for the first call resolution and troubleshooting of Buckeye’s voice, video, and data products as well as basic Brainiac subscriber calls. The Brainiac – Tier 1 answers calls from all of the technical product queues of the division and is expected to be an expert in their field. The Brainiac –Tier 1 will work with the customer and field personnel to resolve all supported technical problems and answer all supported technical questions resulting in a first call resolution at least 95% of the time. The Brainiac – Tier 1 will promote a positive and upbeat attitude to all Buckeye customers, as well as all employees of Buckeye Broadband and their contracted personnel. The Brainiac – Tier 1 is also required to introduce additional products and services to our customers to ensure the best customer experience.

Education and Experience

  • High School Diploma/GED – required
  • Certify within 12 months to be a Brainiac – Tier 2 - required
  • Previous experience in a Help Desk environment – preferred
  • Knowledge of cable modem/hybrid fiber-coax network architecture – preferred
  • Knowledge of telephone system terms and equipment – preferred
  • Knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols – preferred
  • Previous experience with electronic video equipment – preferred

Core Competencies

  • Accountable – See it, Own it, Solve it, Do it; Hold each other accountable;
  • Agile – Embraces change; adaptable and flexible; sense of urgency;
  • Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
  • Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.

Applications accepted online at

Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
Education Level:
High school graduate
Work Days:
Sun, Mon, Tue, Wed, Thu, Fri, Sat
Work Shift:
Job Reference Code
Licenses / Certifications:
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 5

Workplace Documentation: 5