Customer/Technical Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer interactions through phone, text, web chat, and email, addressing inquiries from prospective customers, handling billing concerns, and performing advanced technical troubleshooting.

• Configure and troubleshoot WAN/LAN/Cloud network technologies and infrastructure devices, including routers, switches, firewalls, VPNs, and access points/extenders.

• Remotely diagnose and resolve support tickets.

• Utilize enterprise IT and networking applications such as Slack, GSuite, Atlassian, LibreNMS, and Salesforce FSL/Service Cloud.

• Develop and maintain internal documentation for training and reference purposes.

• Collaborate closely with Honest engineers, field technicians, and customer support staff.

• Work shifts that may include evenings or weekends.

⛳️ Requirements

• Must be available to work during EST hours.

• Exceptional customer service skills, characterized by a friendly demeanor, genuine empathy for customer concerns, and prompt response to support tickets/issues.

• Comfortable managing multiple communication channels simultaneously, including email, text, phone calls, and live chat.

• At least 1 year of experience in technical support, help desk, or another IT-related, customer-facing role.

• Proficient in working within a command line interface (CLI).

• Willingness to work outside normal business hours.

• Able to work remotely and coordinate with on-site technicians to resolve customer issues.

• Strong preference for candidates with experience as an installation technician or similar field experience.

• CompTIA Network+ or equivalent certification is advantageous.

• Bilingual proficiency in Spanish or Mandarin is a plus.

• Friendly and enthusiastic attitude.

• Excellent communication abilities.

• Self-motivated and proactive, with the ability to identify and tackle opportunities and challenges.

• Capacity to remain calm and composed when interacting with upset customers and during time-sensitive troubleshooting.

• Technically knowledgeable and comfortable managing a variety of residential and small business customer setups.

🏝️ Benefits

• 401k eligibility after 3 months of employment.

• 2 weeks of paid time-off.

• 7 days of paid sick leave.

• Medical, vision, and dental benefits.