Technical Support Representative

Educate customers about our services and how they function using simple, easy to understand language.

Interact with customers in a friendly, professional and patient manner.

Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.

Fixed wireless and fiber internet connections

Whole-home managed Wifi

Phone services

TV services

Schedule service call appointments as needed to resolve customer issues with the services listed above.

Document all customer interactions thoroughly using our ticketing system.

Respond in a timely manner to technical support requests using the phone and live chat support methods.

Escalate suspected infrastructure issues to the network operations team.

High School Education or equivalent required

Second Shift schedule Monday-Friday 11:00 A.M. - 7:30 P.M

Familiarity with basic networking including

Static IP reservations

Basic router function and configuration

Public and private IP assignments

Physical ethernet and fiber connections

Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.

Familiarity with basics of RF technology including

Local Wifi broadcasting

Interference mitigation

Channel bandwidth and RF frequencies

RF behavior

Familiarity with internet speed, latency, and jitter.

Ability to work weekends required

Ability to work well with people under stress

Able to be on the phone for long periods of time

Ability to follow basic troubleshooting processes consistently

Ability to juggle several projects or items at one time

Flexible schedule preferred

Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems

Ability to generate and read error logs and reports.