Technical Support 1

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

📋 Description

• Address incoming customer inquiries through phone, email, or chat concerning service issues, outages, or technical problems.

• Identify and resolve fundamental technical issues related to internet connectivity, modem/router configurations, and phone services.

• Assist customers with detailed step-by-step troubleshooting procedures.

• Accurately record customer interactions, issues, and solutions in the CRM system.

• Forward unresolved or complicated technical problems to higher-level support teams, ensuring thorough documentation.

• Maintain a comprehensive understanding of the company's products, services, and equipment.

• Keep updated on emerging technologies, service updates, and industry developments.

• Inform customers about equipment, services, product features, best usage practices, and self-service options.

• Offer advice on enhancing internet speeds, maximizing Wi-Fi coverage, and independently troubleshooting minor issues.

• Uphold a high standard of professionalism and empathy in customer service.

• Work collaboratively with team members, field technicians, and network operations.

• Relay information about service outages and network maintenance updates, including realistic resolution timelines.

• Carry out additional responsibilities as necessary.

⛳️ Requirements

• Must be eligible for employment in the US without sponsorship.

• Minimum age requirement of 18 years.

• A High School Diploma or GED, or an equivalent combination of education and experience is mandatory.

• At least one year of customer support experience and/or a comparable work environment is required.

• Ability to type a minimum of 40 words per minute accurately.

• Willingness to work nights, weekends, holidays, and overtime as necessary.

• Proficient communication skills in English, encompassing speaking, reading, writing, and comprehension.

• Familiarity with CRM systems and practices is preferred.

• Basic understanding of networking concepts, such as IP addresses, routers, modems, and Wi-Fi is advantageous.

• Experience with troubleshooting tools and remote diagnostics is preferred.

• Proficiency in customer management software and CRM systems is desirable.

• Proficiency in Spanish is a plus.

• Competent use of MS Office applications including Teams, Word, Excel, and PowerPoint, as well as teleconferencing tools.

• Functional ability to operate common office equipment, computers, and office software.

🏝️ Benefits

• Comprehensive medical and dental insurance fully paid by the company.

• Paid time off (PTO) for vacations and sick leave.

• 11 paid holidays each year.

• Paid time off for birthdays.

• 401k matching program at 4%.

• Complimentary fiber internet service for all employees residing within the service area.

• Opportunities for growth: promotions and new challenges.

• Competitive base salary.

• A collaborative, supportive, and people-first workplace culture.

• A culture founded on integrity, mutual respect, and shared purpose.