Customer Support Representative

Essential Duties and Responsibilities:

The Technical Support will be responsible for assisting with internet support through various channels, addressing customer issues, and collaborating on support projects. The ideal candidate will have strong communication skills, attention to detail, and basic technical knowledge which are essential for success in this role. This position offers an opportunity to contribute qualitative customer service to in a dynamic and collaborative environment.

• Provide phone and email support for both external and internal customers.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Support/assist each customer by taking ownership of customer issues reported and seeing issues through resolution.
• Create and maintain tickets for customers.
• Provide accurate pricing and information regarding residential internet service inquiries by phone or email.
• Prepare accurate and timely logs for all incoming calls.
• Print badges per the request of management.
• Other duties as assigned.

Qualification and/or Certification:

• The ability to speak Spanish is a plus.
• High school diploma or equivalent; additional education or certification is a plus.
• Proven customer support experience or experience in a similar role
• Strong communication skills, both verbal and written
• Excellent problem-solving abilities
• Ability to work well in a team environment.
• Familiarity with Internet technologies and terminology
• Availability to work flexible hours, including weekends and holidays if needed.

Preferred Qualifications:

• Experience in the telecommunications or internet service provider (ISP) industry.
• Knowledge of networking concepts and troubleshooting
• Experience with CRM software.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Work Location: In person