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 requests through phone, email, or chat.

• Manage password resets, install software, and troubleshoot hardware issues.

• Identify and resolve basic hardware and software problems, operating system challenges, connectivity troubles, and user account management tasks.

• Utilize and enhance the internal knowledge base.

• Create, update, and close support tickets while documenting issues and their resolutions.

• Deliver friendly and professional customer service.

• Troubleshoot and address customer complaints or concerns effectively.

• Achieve or surpass call handling time, quality assurance, and other assigned KPI targets.

• Execute additional tasks as required.

⛳️ Requirements

• Competence in Windows 10 and Windows 7.

• Strong problem-solving and troubleshooting abilities.

• Background in a call center or help desk environment.

• 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 with a hard-wired Ethernet connection; cable not included.

• 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, and vision coverage.

• Coverage for Critical Illness, Accident, and Hospital expenses.

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

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

• Short and long-term disability benefits.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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

• Provision of a PC, two monitors, headset, mouse, and keyboard.