Technical Support Specialist II at Alaska Communications

📍 Job Overview

Job Title: Technical Support Specialist II
Company: Alaska Communications
Location: Anchorage, Alaska
Job Type: Full-Time
Category: Customer Support & Technical Support
Date Posted: 2025-03-24

🚀 Role Summary

Provide exceptional technical support to both internal and external customers, ensuring service level agreements are met.
Troubleshoot and resolve issues related to applications, software, and hardware.
Collaborate with the help desk team to manage and document customer issues using a ticketing system.
Contribute to a positive and productive work environment, fostering a customer-focused culture.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills, as well as a solid understanding of PC software and Microsoft Office. Familiarity with Internet Technical Support is preferred.

💻 Primary Responsibilities

Customer Support: Answer and troubleshoot customer calls and online chats, providing technical assistance for Internet, wireless, and phone issues.
Ticket Management: Use a ticketing system to document troubleshooting steps, create new tickets, and maintain customer account trouble history.
Production Jobs: Submit, monitor, and maintain regular production jobs, such as bill cycles and monthly operational reports.
Hardware & Software Support: Install software, run diagnostics on servers, and perform other duties as assigned.
Teamwork: Collaborate with the help desk team to ensure customer issues are resolved efficiently and effectively.

📝 Enhancement Note: This role involves a high volume of customer interactions, requiring strong multitasking and prioritization skills. The ability to work well under pressure and maintain a positive attitude is essential.

🎓 Skills & Qualifications

Education: High School Diploma or equivalent.

Experience: A minimum of two years' experience working with PCs and basic knowledge of PC software and Microsoft Office. One year of experience in Internet Technical Support is preferred.

Required Skills:

Excellent communication skills, both written and verbal.
Strong customer service skills.
Proficiency in PC software and Microsoft Office.
Ability to troubleshoot and resolve technical issues.
Familiarity with ticketing systems.

Preferred Skills:

Experience in Internet Technical Support.
Knowledge of production job processes.
Familiarity with service level agreements.

📝 Enhancement Note: While not explicitly stated, having experience with specific customer support software or tools would be beneficial for this role. Additionally, certification in customer service or a related field could make a candidate more competitive.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or examples of troubleshooting and resolution.
Showcase customer service skills through testimonials or examples of going above and beyond for customers.
Highlight any relevant technical certifications or training.

Technical Documentation:

Provide examples of well-documented troubleshooting processes or standard operating procedures.
Include any relevant performance metrics or customer satisfaction scores.

📝 Enhancement Note: As this role does not require a traditional web portfolio, candidates should focus on creating a compelling resume and cover letter that highlights their technical skills and customer service experience.

💵 Compensation & Benefits

Salary Range: The salary range for this position in Anchorage, Alaska, is approximately $35,000 to $45,000 per year, based on industry standards for technical support specialists.

Benefits: Alaska Communications offers a comprehensive benefits package, including health, dental, and vision insurance, retirement plans, and paid time off. Additional benefits may include tuition reimbursement, employee discounts, and wellness programs.

Working Hours: This role requires working a full-time schedule, typically Monday through Friday, with the possibility of on-call rotations for after-hours support.

📝 Enhancement Note: While the salary range provided is an estimate, it is essential to research the current market rates for technical support specialists in Anchorage, Alaska, to ensure a competitive offer.

🎯 Team & Company Context

🏢 Company Culture

Industry: Alaska Communications is a telecommunications company that provides voice, data, and video services to residential and business customers in Alaska.

Company Size: Alaska Communications is a mid-sized company with approximately 700 employees, providing a supportive and collaborative work environment.

Founded: The company was founded in 1997 and has since grown to become a leading provider of telecommunications services in Alaska.

Team Structure: The technical support team consists of both internal and external customer support specialists, working together to ensure customer issues are resolved efficiently and effectively.

Development Methodology: The company uses a structured approach to customer support, focusing on first contact resolution and customer satisfaction. The team follows established processes and procedures to ensure consistent and high-quality service.

Company Website: Alaska Communications

📝 Enhancement Note: Alaska Communications values a customer-focused culture, with a strong emphasis on providing exceptional service to both residential and business customers. The company encourages employee growth and development, offering opportunities for career advancement and training.

📈 Career & Growth Analysis

Technical Support Specialist II: This role is an intermediate-level position, requiring a solid understanding of PC software and troubleshooting skills. The primary responsibility is to provide technical support to customers, ensuring service level agreements are met.

Reporting Structure: This role reports directly to the Help Desk Manager or a similar supervisor position.

Technical Impact: Technical Support Specialists II play a crucial role in maintaining customer satisfaction by resolving technical issues promptly and effectively. Their work directly impacts the company's reputation and customer retention rates.

Growth Opportunities:

Promotion to Technical Support Specialist III: With additional experience and demonstrated proficiency, employees may advance to the next level, taking on more complex cases and mentoring new team members.
Transition to other technical roles: As employees gain experience and develop new skills, they may explore opportunities in other technical areas, such as network administration or software development.

📝 Enhancement Note: Career progression in this role typically involves gaining experience and demonstrating proficiency in troubleshooting and customer service skills. Employees may also consider pursuing relevant certifications to enhance their qualifications.

🌐 Work Environment

Office Type: Alaska Communications operates a traditional office environment, with dedicated workspace for each employee. The office is designed to foster collaboration and communication among team members.

Office Location(s): The primary office is located in Anchorage, Alaska, with additional offices in Soldotna, Fairbanks, and Juneau.

Workspace Context:

Collaborative workspace: The office features open workspaces, encouraging team members to collaborate and share ideas.
Technical resources: Employees have access to the necessary tools and resources to perform their jobs effectively, including computers, software, and diagnostic equipment.
Customer-focused culture: The office environment reflects the company's commitment to providing exceptional customer service, with a focus on maintaining a positive and productive work environment.

Work Schedule: This role requires working a full-time schedule, typically Monday through Friday, with the possibility of on-call rotations for after-hours support. The work schedule may vary depending on business needs and customer demand.

📝 Enhancement Note: Alaska Communications offers a supportive and collaborative work environment, with a strong emphasis on customer service and employee development. The company provides the necessary resources and tools for employees to succeed in their roles.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the candidate's qualifications and experience.
Technical Assessment: A hands-on assessment to evaluate the candidate's troubleshooting and problem-solving skills.
Behavioral Interview: An in-depth discussion of the candidate's customer service experience and work history.
Final Interview: A meeting with the hiring manager or a panel of team members to discuss the candidate's fit for the role and the company culture.

Portfolio Review Tips:

Highlight any relevant customer service experience or achievements.
Include examples of troubleshooting and problem-solving skills, with a focus on first contact resolution.
Demonstrate an understanding of the company's customer-focused culture and commitment to exceptional service.

Technical Challenge Preparation:

Brush up on PC software and Microsoft Office skills.
Familiarize yourself with common troubleshooting techniques and best practices.
Prepare for behavioral interview questions by reflecting on past customer service experiences and successes.

ATS Keywords: Programming Languages, Operating Systems, Troubleshooting, Customer Service, Technical Support, Help Desk, Ticketing System, Service Level Agreements, Problem Solving, Communication, Teamwork

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical skills, customer service experience, and cultural fit. Candidates should focus on demonstrating their ability to provide exceptional technical support and maintain a positive attitude under pressure.

🛠 Technology Stack & Web Infrastructure

Hardware & Software Support:

Windows operating systems (e.g., Windows 10, Windows 11)
Microsoft Office Suite (e.g., Word, Excel, PowerPoint)
Customer Relationship Management (CRM) software (e.g., Salesforce, Zendesk)
Ticketing systems (e.g., Zendesk, JIRA Service Desk)
Diagnostic tools (e.g., remote desktop software, hardware diagnostic tools)

📝 Enhancement Note: While this role does not require a deep understanding of specific technologies, candidates should be familiar with common PC software and operating systems. Experience with customer relationship management software and ticketing systems is also beneficial.

👥 Team Culture & Values

Customer-Focused Values:

Exceptional Service: Alaska Communications is committed to providing exceptional service to both residential and business customers.
First Contact Resolution: The company strives to resolve customer issues on the first contact, minimizing customer effort and ensuring high satisfaction rates.
Continuous Improvement: Alaska Communications values a culture of continuous improvement, with a focus on learning from customer feedback and refining processes and procedures.

Collaboration Style:

Teamwork: The technical support team works collaboratively to ensure customer issues are resolved efficiently and effectively.
Knowledge Sharing: Team members share their knowledge and expertise to help one another grow and develop.
Mentoring: More experienced team members provide guidance and support to new employees, fostering a culture of learning and development.

📝 Enhancement Note: Alaska Communications values a customer-focused culture, with a strong emphasis on providing exceptional service and continuous improvement. The company fosters a collaborative work environment, with a focus on teamwork and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Customer Interactions: This role involves a high volume of customer interactions, requiring strong multitasking and prioritization skills.
Pressure Management: The role may involve working under pressure to meet service level agreements and maintain high customer satisfaction rates.
Continuous Learning: As technology evolves, technical support specialists must stay up-to-date with the latest trends and best practices.

Learning & Development Opportunities:

Training and Certification: Alaska Communications offers opportunities for employees to pursue relevant training and certification programs to enhance their skills and qualifications.
Career Advancement: Employees may explore opportunities for career advancement within the technical support team or other areas of the business.
Mentoring: More experienced team members provide guidance and support to new employees, fostering a culture of learning and development.

📝 Enhancement Note: This role presents unique challenges and growth opportunities, with a focus on providing exceptional customer service and maintaining a positive attitude under pressure. Employees have the opportunity to develop their skills and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting common PC software and hardware issues.
Customer Service Scenarios: Describe your experience handling difficult or upset customers and how you worked to resolve their issues.
Process Improvement: Share an example of a time when you identified an opportunity to improve a customer support process or procedure.

Company & Culture Questions:

Customer Focus: Explain how you demonstrate a commitment to providing exceptional customer service in your daily work.
Teamwork: Describe your experience working collaboratively with a team to resolve customer issues or achieve a common goal.
Adaptability: Discuss a time when you had to adapt to a significant change in your work environment or customer needs.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or examples of your troubleshooting and problem-solving skills, with a focus on first contact resolution.
Customer Service Achievements: Highlight any relevant customer service achievements or awards, demonstrating your commitment to exceptional service.
Technical Skills: Showcase your proficiency in PC software and Microsoft Office, with a focus on your ability to provide technical support to customers.

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical skills, customer service experience, and cultural fit. Candidates should focus on demonstrating their ability to provide exceptional technical support and maintain a positive attitude under pressure.

📌 Application Steps

To apply for this Technical Support Specialist II position at Alaska Communications:

Submit Your Application: Visit the Alaska Communications careers page and search for the Technical Support Specialist II position. Click on the job title and follow the instructions to submit your application.
Tailor Your Resume: Highlight your relevant technical skills and customer service experience, focusing on your ability to provide exceptional technical support and maintain a positive attitude under pressure.
Prepare for the Phone Screen: Review the job description and be ready to discuss your qualifications and experience in detail.
Prepare for the Technical Assessment: Brush up on your PC software and Microsoft Office skills, and familiarize yourself with common troubleshooting techniques and best practices.
Research the Company: Learn about Alaska Communications' customer-focused culture and commitment to exceptional service. Consider how your skills and experience align with the company's values and mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist II