Technical Support Representative

Description

As a Technical Support Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work. The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved.

• Monitor inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system.
• Provide regular notifications to customers on network outages and/or upgrades.
• Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible.
• Document all processes and outages through the internal ticketing systems.
• Coordinate maintenance and repairs with field support, network engineers, and vendors.

Requirements

• Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services.
• Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc.
• This has no travel requirements.
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care.
• Self -guided approach to learning and gaining knowledge in addition to company provided training.
• Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred.
• Ability to effectively solve problems or escalate issues as needed.
• Prior experience in LTE, Point-to-point radio systems preferred.
• Ability to organize and prioritize work and adapt to changes quickly.
• Successful training or certification in Cisco, Cambien, Calix and Juniper.
• This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
• Must be authorized to work in the United States.
• Understanding of the essentials of data and signal flow through a network.
• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues.
• Experience working 2-3 years in a technical support role.
• Self-motivated with the ability to work in a fast paced, team-based environment.
• High School diploma or GED.
• Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods.
• This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance