Job Summary

Provide II Tier Level customer service and technical support for a local Internet Service Provider in the Bay Area. Effectively troubleshoot with customers via telephone and email correspondence of Wireless High-speed Internet connectivity, VoIP inquiries, and service issues. Ensures customer satisfaction by assisting and resolving in a variety of customer issues. This role is highly client-centric and requires an attitude of client advocacy.

Requirements:

• Effectively troubleshoot Data and VoIP issues over the phone or email to effectively identify, resolve or dispatch customer service issues.
• Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Process trouble call, installation, service change, and disconnect work orders according to departmental policies and procedures.
• Resolve problems on the first call, with a minimum of transfers, by consistently improving personal technical knowledge and understanding.
• Participation in Client Support on-call rotation.
• Other duties as assigned or required.

Qualifications:

• Bachelors Degree or equivalent.
• Strong interpersonal skills with the ability to relate to customers, peers, and management.
• Thorough knowledge of RF troubleshooting and IP Networking.
• Ability to learn and retain new information and concepts quickly.
• Ability to diagnose and solve problems.
• Ability to follow directions and follow through.
• Strong technical understanding and ability to convey technical issues to a non-technical audience.
• Proven good judgment and proactive decision-making skills.
• Must be familiar with Internet and software applications.
• Must be able to work any shift, day or night.
• Ability to type 35 WPM.
• Background check required.

Ready to join our team?

Fill out the form and submit your resume below.