Support Center Technician 3, Fulfillment

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Communicate with technicians through phone and messaging platforms, offering information and resolving inquiries with minimal escalations.

• Oversee customer equipment requirements, execute remote reboots, and modify work orders and task codes within the billing system.

• Diagnose and provision both residential and commercial products.

• Conduct third-party verification and transition customers to phone products utilizing telephony porting protocols and guidelines.

• Participate in initiatives that improve day-of-job efficiency for field operations and technical support centers.

• Accurately record call and task details using designated tools for reasons and resolutions.

• Give constructive feedback to field technicians and leadership to promote self-service practices.

• Meet or exceed set goals and performance metrics.

• Complete mandatory training within given timeframes.

• Maintain regular, consistent, and punctual attendance.

• Be available to work nights, weekends, variable schedules, and overtime as necessary.

• Fulfill additional duties and responsibilities as assigned.

⛳️ Requirements

• High School Diploma or GED.

• 5–7 years of pertinent work experience.

• Comprehensive understanding of company products and support tools.

• Advanced technical expertise for troubleshooting and provisioning residential and commercial products.

• Familiarity with telephony porting protocols and requirements.

• Experience with billing systems.

• Strong collaboration skills.

• Excellent communication skills.

• Proficient phone support skills.

• Strong troubleshooting abilities.

• Regular, consistent, and punctual attendance.

• Capacity to work nights, weekends, variable schedules, and overtime as needed.

• Ability to complete required training within specified timeframes.

🏝️ Benefits

• Base pay within the advertised range.

• Bonus eligibility for the majority of non-sales roles.

• Top-tier benefits for eligible employees.

• Customized support options, expert guidance, and continuous tools to assist employees physically, financially, and emotionally.

• Access to a wide range of teams, locations, and resources.

• Equal opportunity workplace.