Help Desk Technician

Job Summary

As a Help Desk Technician, you will be crucial in providing first-level technical support and basic troubleshooting assistance to customers utilizing our residential internet service. You'll promptly address customer inquiries, resolve basic technical issues, and ensure a positive customer experience. Your expertise in diagnosing and resolving common connectivity and service-related problems will contribute to maintaining high levels of customer satisfaction.

Essential Duties and Responsibilities

• Serve as the first point of contact for customers experiencing technical issues with the residential internet service.
• Respond to customer inquiries via phone, email, or chat promptly and professionally.
• Gather relevant information from customers to accurately diagnose and troubleshoot technical problems.
• Provide step-by-step guidance to customers for basic troubleshooting procedures related to connectivity, router setup, and device configuration.
• Diagnose and resolve common technical issues related to internet connectivity, network configuration, and device compatibility.
• Escalate complex issues to NOC Team when necessary, ensuring seamless customer issue resolution.
• Responsible for follow-up of the tickets assigned to the Help Desk team.
• Ability to utilize company tools to provide clients with a quick resolution of the situation.
• Accurately document customer interactions, troubleshooting steps, and solutions in the help desk ticketing system.
• Follow established protocols and procedures for issue tracking, escalation, and resolution.
• Provide client outage status through email and/or phone calls.
• Provide updates to customers regarding the status of their reported issues, ensuring transparency and reassurance throughout the resolution process.
• Stay updated on the latest product and service offerings, technical updates, and industry trends related to residential internet service and the industry.
• Provide feedback to management regarding common customer issues and potential improvements to service quality and customer experience.
• Other essential duties are assigned as required by the supervisor.

Skills, Knowledge & Qualifications

• Ability to give clear instructions and technical information over the phone.
• Self-Starter / Innovative and Flexible.
• Have a clear, professional, and informative communication style.
• Ability to work under pressure.
• Provide step-by-step guidance to customers for basic troubleshooting procedures related to connectivity, router setup, and device configuration.
• Diagnose and resolve common technical issues related to internet connectivity, network configuration, and device compatibility.
• Escalate complex issues to higher-level technical teams when necessary, ensuring seamless customer issue resolution.
• Knowledge of MS Word, Excel, Outlook and Internet applications.
• Strong PC skills.
• Excellent interpersonal skills.
• Excellent oral and communication skills (English & Spanish).
• Good problem-solving, analytical, and teamwork skills are a must.

Education & Experience

• Bachelor's degree in computer science or related field.
• Two year of experience in similar positions.
• Working knowledge of computer systems, hardware and software.
• Customer Service Oriented.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• On-site gym
• Paid time off
• Vision insurance

Job Type: Full-time

Experience:

• Help desk: 1 year (Preferred)

Work Location: In person