New 
Business Support Technician - Sioux Falls, SD
 Midco | |
 United States, South Dakota, Sioux Falls | |
 Oct 05, 2026 | |
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Job Summary:
As a Business Support Technician (BST) at Midco, you will play a vital role in providing high-quality technical support and customer engagement across all interaction types. Depending on your level of experience and expertise, your responsibilities will range from basic technical support to advanced problem-solving and collaboration. You will foster client loyalty by consistently addressing commercial client issues related to Midco Services, ensuring exceptional service and satisfaction. Responsibilities: * Serve as the primary point of contact for clients, troubleshooting and resolving technical issues across a range of delivered products and managed services. * Thoroughly document each interaction, ensuring all technicians have up-to-date client notes. * Handle mindful escalations via work orders or Midco's Ticketing System for business clients experiencing service changes, trouble calls, or disconnects. * Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco's expanding product offering. * Proactively engage with clients, streamlining issue resolution and minimizing their effort. * Maintain annual service requirements to interact effectively with business clients at all levels, as defined by leadership. * Utilize various communication channels, including email, chat, and social media, when interacting with clients. * Develop and maintain basic working knowledge of standard Midco Business services including, but not limited to, RF delivered Voice, Video, and Data. * Maintain a team-oriented atmosphere by collaborating with others to ensure best practices are being developed and followed for all interactions. * Prepare and execute orders as needed in assisting clients including, but not limited to, service changes, trouble calls, downgrades, and disconnects. * Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same. * Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures. * Maintain reliable and predictable attendance as required by the position. * Perform other duties as assigned. Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time. Required Qualifications: * High school diploma or equivalent (GED). * Basic typing, email and computer skills. * Proficient at using technology including the internet and applications. * Ability to adapt and excel in a fast-paced work environment. Preferred Qualifications: * Prior experience in the telecommunications industry. Position leveling will be assigned based upon required experience and training.* BST-Associate * 1 year of experience in technical support and customer engagement. * Strong communication skills, both verbal and written. BST-Professional * 6 months as a BST - Associate, or 2 years of equivalent experience. * Complete Jones NCTI Master Account Representative Certification within 12 months of obtaining role. * Excellent communication skills (written, verbal, active listening). * Advanced organizational skills for task management, workload prioritization, and meeting deadlines. * Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions is a plus. BST-Expert * 12 months as a BST - Professional, or minimum of 3 of equivalent experience. * Complete Jones NCTI "Intro to Networking: Home and Peer-to-Peer Networks" within 6 months of obtaining role. * Exceptional communication skills, capable of conveying technical information through written, verbal, and active listening channels. * Advanced organizational skills for effective task management, workload prioritization, and meeting deadlines. * Strong problem-solving and collaboration abilities, fostering strategic alignment and cultivating strong relationships. * Demonstrated ability to advance in roles through promotions, increased responsibilities, or successful project completions. Work Environment: * Inbound and outbound call center environment, wearing a headset. * Extremely time sensitive to meet customer demand. * May be required to work in excess of 40 hours per week. * Most shifts are outside normal business hours, and include rotating holidays, evenings, and weekends as business demands. Physical Demands: * Heavy keyboard/mouse usage required with repetitive movements. * Must remain at your workstation for long periods of time. Mental Demands: * Ability to understand, follow and execute both routine and non-routine verbal and written instructions. * Proficiency in understanding problems and collaborating with others to find alternative solutions. * Clearly articulate instructions and expectations. * Skilled in focusing on the issue at hand without reacting emotionally. * Ability to de-escalate conflicts effectively. * Maintain availability and composure during periods of continuous, high interaction volume. * Adapt quickly to changing situations and client needs and effectively manage the stress of ongoing incoming interactions. | |