ISP Support Technician

This is a fully remote position, open to applicants in Alabama, +2 more states.

📋 Description

• Address and resolve a significant number of IT support inquiries through phone, email, or chat.

• Troubleshoot issues related to password resets, software installations, hardware malfunctions, operating system challenges, connectivity troubles, and user account management.

• Leverage and enhance the internal knowledge base for frequently encountered problems and solutions.

• Create, update, and finalize support tickets, ensuring meticulous documentation of issues and their resolutions.

• Deliver outstanding customer service with a positive and professional demeanor.

• Investigate and resolve customer complaints or concerns effectively.

• Achieve or surpass performance metrics, including call handling time, quality assurance, and designated KPIs.

• Elevate complex issues to advanced support teams as necessary.

• Undertake additional duties as assigned.

⛳️ Requirements

• Proficiency in Windows 10 and Windows 7 operating systems.

• Strong skills in troubleshooting and problem-solving.

• Experience in a call center or help desk setting.

• Capability to multitask while maintaining attention to detail.

• Dependable internet connection with a minimum download speed of 20 Mbps and upload speed of 5 Mbps.

• Must be able to work from home using a hard-wired Ethernet connection; cable not provided.

• An associate degree or higher in Computer Science or a related IT field is preferred for a higher starting salary.

• Two or more certifications such as A+, Security+, Network+, or CCNA are preferred for a higher starting salary.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital coverage.

• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for the employee and dependents).

• Short and long-term disability.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).

• PC, two monitors, headset, mouse, and keyboard provided.