ISP Support Technician

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Address and resolve a significant volume of IT support inquiries through phone, email, or chat, encompassing password resets, software installations, and hardware troubleshooting.

• Identify and rectify fundamental hardware and software problems, including operating system issues, connectivity challenges, and user account management.

• Utilize and enhance the internal knowledge base for prevalent issues and their solutions.

• Create, update, and finalize support tickets in the IT ticketing system, ensuring precise documentation of all issues and their resolutions.

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

• Effectively troubleshoot and resolve customer complaints or concerns.

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

• Undertake additional tasks as assigned.

⛳️ Requirements

• Proficient in Windows 10 and Windows 7.

• Strong skills in troubleshooting and problem-solving.

• Experience in a help desk or call center environment.

• Capability to multitask while maintaining attention to detail.

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

• Ability to work remotely with a hard-wired Ethernet connection (cable not included).

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital coverage.

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

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

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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