About the team:
Our TAC/Smart Center team consists of tech savvy individuals that are always ready to help. We take on simple to complicated customer phone problems to quickly and accurately diagnose and repair issues in a timely fashion. This is a technology role that is perfect for those who thrive with both customer interaction and heads down troubleshooting in a demanding, fast-paced environment. Our team brings people closer to family and friends through technology which is inspired by a culture that puts people first.

We are:

• User-friendly
• Technology driven
• Solution orientated
• Understand GTA service delivery – Network to customer device
• The best TECH support team on island

Who we are looking for:
If you are a good listener and solution-finder, see how far you can go at GTA. Beyond answering questions for our customers every day, you will be part of a high-energy, collaborative culture where you can grow and advance in your career. We are counting on you to use your solution-finding and technical skills to deliver exceptional experiences and create lasting impressions as the point of contact to our customers. Our team is full of dreamers and doers - people who make plans and who make things happen. And, of course, we have fun doing it. In short, if you have a knack for excellent customer service, building relationships and offering support, we want you on our team!

If this sounds like you, this is what the role looks like:
As the TAC/Smart Technician, you will provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, equipment/device triage, verifying proper hardware and software setup, power cycling equipment, assisting with navigating around application menus, resolving username and password problems, uninstalling/reinstalling basic software applications and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

• Deliver professional service and support to customers via different contact methods: face-to-face interaction, 24/7 in-bound call center, on-line chat
• Interact with customers to provide and process information in response to inquiries, concerns and requests about product and services
• Gather customer information and determine the issue by evaluating and analyzing the symptoms and data
• Document customer complaints and process proper trouble ticket reports
• Diagnose and resolve technical hardware and software issues involving internet connectivity, cellular connectivity, digital television, email, VoIP and more
• Research required information using available resources
• Offer alternative solutions where appropriate with the objective of retaining customers’ business
• Follow standard guidelines and practices
• Identify and escalate priority issues and customers per specifications

Candidates must show:

• Ability to promote the Company culture and mission to all employees, vendors, clients and business partners.
• Product/Service knowledge: Remains up to date on the latest services and products we provide and has a clear understanding of how each work. Working knowledge of telecom network offerings such as Ethernet, TDM, DSL and Wireless access providers also required.
• Customer centric: Puts the customer first and creates a positive experience for the customer by building relationships and maximizing service/product offerings. Stays current with knowledge of products clients require and can foresee their future technology needs
• Accountability: Punctual and dependable to meet the needs of our customers. Has the ability to manage multiple projects and prioritize in a fast-paced changing environment.
• Critical Thinking and Problem Solving: Has the ability to assess an issue, provide creative solutions, and analyze if the solution was viable.
• Organizational support: Ability to follow company policies and procedures in accordance with contract/agreement(s) and Company Goals, completes administrative tasks thoroughly, accurately, promptly, and efficiently as possible with respect to human resources, financial management and profitability.
• Technical skills: Constantly strives to increase technical knowledge to improve training tools through latest product knowledge, industry knowledge, and research.
• Growth and Learning: Is curious and understands that learning is a lifelong endeavor. You own your learning and development, and you are committed to evolving.

Here’s what you need to have:

• HS Diploma or GED equivalent
• Excellent listening and communication skills, customer service and interpersonal skills with the ability to convey technical information to both technical and nontechnical audience
• Excellent problem-solving and multi-tasking skills
• Skills with an emphasis on ISP and wireless related technologies including data delivery methods is preferred but not required
• A working knowledge of Windows, Mac, iOS and Android operating systems, basic computer networking and MS Office products preferred
• Flexibility to work any shift, including nights, weekends and holidays
• Must wear headset at all times to handle all customers over the phone

If you are still interested and the values below resonate with you, apply today!

GTA Val-You’s:
Our Customers Matter. Build Trust Through Respect. Be Accountable. Learning is Growth. Lead with Care. Win Together. Be a Game Changer.

Teleguam Holdings LLC dba GTA is an Equal Opportunity Employer

Teleguam Holdings LLC, dba GTA is an Equal Opportunity employer dedicated to building an inclusive and diverse workforce as we see this is critical to the success of our company. Having diverse perspectives, experiences, and skills within our teams allows us to learn from each other and grow as individuals, which leads to better work and outcomes. Through our actions, our goal is to create long term impactful change throughout the company and our island community. However you identify or whatever background you come from, we welcome you to be a part of this change. We ask that you apply to a role that excites you and where you can bring your authentic, best self to work. Keep in mind that all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Read more about our commitment to these principles in the Department of Labor's EEO noticesand Guam Department of Labor notices.

Other applicable federal employment laws include Family Medical Leave Act (FMLA)and Uniform Services employment and Reemployment Act (USERRA).

Accommodations for Applicants with Disabilities

Teleguam Holdings LLC, dba GTA has always worked to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us or call us at (671) 644-0300.

**This job announcement closes on Friday, November 4, 2022.**

Job Type: Full-time

Salary: From $10.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Tamuning, GU 96913: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you at least 18 years of age?
• Are you eligible to work in the U.S.?

Education:

• High school or equivalent (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: One location

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