TECHNICAL CUSTOMER SUPPORT-SOS

SUMMARY

As Technical Customer Support Representative, you become the embodiment of our commitment to our customers by helping customers maintain, troubleshoot and restore their service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Service - Interact with existing customers via email, phone or walk-in, determine their needs and assist them with their inquiries, interests, and/or questions.

Troubleshooting - Run diagnostics and tests as needed for customers who present service issues.

Innovation - Analyze processes and technologies to identify areas of potential improvement.

Customer Education - Educate customers on plans and usage capabilities as well as provide information on how our service works

Computer Skills - Basic troubleshooting techniques for PC's and Mac's.

Customer Service - Able to provide excellent customer service and familiar with de-escalation techniques for upset customers.

Education/Experience - High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware. OTHER SKILLS AND ABILITIES

Computer Skills - Basic troubleshooting techniques for PC's and Mac's.

Customer Service - Able to provide excellent customer service and familiar with de-escalation techniques for upset customers.

Education/Experience - High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.

Strong phone service and customer-friendly communication

Patience, de-escalation skills, and clear problem-solving

IT support basics: hardware/software, Wi-Fi, TCP/IP fundamentals

Networking knowledge required: routing, IP addressing, DNS, DHCP

Experience using help desk tools/ticketing systems a plus

Availability for a full-time schedule; occasional evenings/weekends as needed

ISP or wireless broadband support experience

Familiarity with common home gateways/routers

Basic command-line tools (ping, tracert, ipconfig/ifconfig)

Full-time role with company benefits

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Uphold and champion the company's core values of trustworthiness, innovation, supportiveness, and dedication, inspiring the team to do the same.

Category Decision

The duties and responsibilities for the position have been analyzed.

On that basis, this position has been judged to be: Non-Exempt