Technology Technical Support Representative

About This Role

Provide first-level technical assistance and support to consumers, primarily focusing on high-speed internet services. This role involves troubleshooting connectivity issues and delivering exceptional customer experiences in a collaborative and engaging remote environment.

Responsibilities

• Provide front line, first level, technical assistance for consumers
• Support Client-specific high-speed internet services, delivering exceptional customer experience
• Resolve technical problems within a fast-paced, customer-facing environment
• Troubleshoot and provide issue resolution assistance with Client service and/or device-specific issues, including internet connectivity and performance
• Support customer needs related to Client-specific high-speed internet services and devices, including troubleshooting, triage, and required resolution techniques
• Deliver in-scope support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
• Demonstrate advanced product knowledge and the ability to solve customer issues
• Resolve customer issues on the first call as frequently as possible
• Open and manage trouble ticket system for user issues, Data Network, and OS issues
• Be patient, courteous, and friendly with customers at all times

Requirements

• High School Diploma or equivalent
• Minimum of 6 months of customer service experience
• Must be 18 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems and general knowledge of Windows-based systems
• Minimum internet download speed of 25.0 Mbps and upload speed of 10.0 Mbps
• ISP must have no packet loss and ping under 30ms
• Clean and quiet workspace

Qualifications

• High School Diploma or equivalent
• Minimum of 6 months of customer service experience

Nice to Have

• Customer service and/or sales experience
• College degree

Skills

* Required skills

Benefits