Prattsburgh, NY | Please apply by submitting your resume and completed job application to jobs@empireaccess.com or visit indeed.com.

Job Summary: We are seeking a dedicated and customer-focused individual to join our team as a Business Support Representative. The ideal candidate will be responsible for providing technical support, troubleshooting issues, and offering guidance to our business clients. This role requires excellent communication skills, attention to detail, and a passion for delivering outstanding customer service.

Key Responsibilities:

  • Provide prompt and courteous support to business clients via phone, email, and other communication channels.
  • Assist clients with setup, configuration, and troubleshooting of telecommunications services, including internet connectivity, phone systems, and networking equipment.
  • Identify and escalate technical issues to the appropriate internal teams for resolution.
  • Guide clients through troubleshooting steps and provide clear instructions to resolve issues efficiently.
  • Keep accurate records of client interactions, technical issues, and resolutions in the customer support database.
  • Collaborate with other departments, including sales and technical teams, to address client needs and concerns.
  • Stay informed about the latest products, services, and industry trends to better assist clients and answer inquiries.
  • Proactively identify opportunities to improve processes and enhance the customer support experience.

Requirements:

  • Proven experience in customer service or a related field.
  • Strong communication skills, both verbal and written.
  • Technical aptitude and ability to understand and troubleshoot fiber optics-related issues.
  • Exceptional problem-solving skills and ability to handle challenging situations with professionalism.
  • Excellent computer skills
  • Ability to work collaboratively with cross-functional teams.
  • Must be comfortable working in a fast paced, high volume call center.

Education and Experience:

  • High school diploma or equivalent. A two-year degree or equivalent is preferred.

Working Conditions: While most of the work is performed in an office setting, occasional on-site visits or attendance at industry events may be required. The ability to lift and move light equipment may be necessary.

*Empire Access is an equal opportunity employer, dedicated to fostering a workplace free from discrimination. We comply with all applicable federal, state, and local laws, ensuring equal employment opportunities based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other protected status. We promote diversity and inclusion in all aspects of employment, from recruitment to benefits. If you require assistance or believe you’ve experienced discrimination, contact the Human Resources Department. Join us in our commitment to a diverse and inclusive work environment.

Recent Articles

Navigating the Internet Highway: A Comparison of Dial-up, Cable, and Fiber Optic Internet

In today’s digitally driven world, the internet has become a part of our daily lives. From streaming entertainment to remote work, the quality and speed of our connection can significantly impact our online experience. With various options available, such as dial-up, cable, and fiber optic internet, it’s essential to understand the differences between them to […]

A Better Connection Starts at the Local Level

It’s no secret — reliable internet connection is a necessity. Whether you’re working remotely, unwinding after a long week with an all-day streaming marathon, competing in a massively online gaming session, or connecting with loved ones over a video call, seamless online experiences start with the right internet service. With so many options, it can […]

Be Aware of Phone Scams: A Message from Empire Access

We wanted to take a moment to address an important issue that has recently come to our attention. Phone scams are targeting our customers. One of our customers received a suspicious call claiming to be from Empire Access. The customer reported that the caller, who had a foreign accent, stated that they needed to perform […]

Award-Winning Internet Service Provider

Empire Access continues to win accolades for our unwavering commitment to excellence.

When Empire came into my neighborhood, I decided to give them a shot. So grateful I did. Besides the LIGHTNING fast speeds, my favorite thing about Empire is their incredible customer service … can’t say enough good things about Empire Access. I’ve loved every day I’ve been able to use their internet services…

- Steve A.

I have to say that everyone that I have dealt with at Empire has been top notch… At times, I felt like we were their only customer. As far as the Fiber is concerned, it gives us reliability that we have not had — ever — and the speed that we desperately lacked…

- Joe C., Hunt Hollow Ski Club, Naples, NY
Hunt Hollow Ski Club, Naples, NY

I would just like to add that I am very happy that I changed providers! It’s so nice to get a real person who can answer my picky little questions right away without having to wait, thank you for everything.

- Sidney P., Hornell, NY
Young Woman Smiling

Fiber connectivity is amazing, and so are the folks who brought it to my house and keep it running smoothly. As always, especially when I have the luxury of not thinking about it at all, you have my thanks.

- Jason T., Big Flats, NY
Happy Fiber Customer

They got everything running in no time and were super helpful in setting up my home and answering questions. I truly appreciate the great service.

- Eric M., Corning, NY
Smiling Man

We are very thankful to Empire Access for selecting our area to be our service provider for fiber optic high speed internet and phone service. We are very happy with the speed they provide along with the unlimited data. My husband and myself were very impressed with everyone that we dealt with…

- Veda M., Elmira, NY
Happy Fiber Customer

Get started with Empire Access

Customized cost-saving solutions for internet, phone, TV, and security over a 100% fiber connection.

Online pricing is available to residential customers only.