Job Summary:

Mereo Networks deploys fiber-based broadband networks and provides video content services and data communications integration to targeted real estate developers across the country.

We are looking for talented, passionate individuals to join our awesome team! Our culture is collaborative in nature, and we believe that individuals can make a difference and together we can make an impact! We offer a competitive compensation and benefits package including medical, dental, vision, life, paid time off, company holidays and a 40K plan with a company match. If you are interested in joining our dynamic, growing company, we want to hear from you!

Our Tier 2 Customer Support Representative will interact with the company’s customers by addressing inquiries and resolving issues of technical matter. This position will consist of providing phone-based excellent customer service assisting with issues on technical service, billing, troubleshooting, account platforms, and installations. The role will be responsible for various aspects of the technical components of the network.

Duties/Responsibilities:

• Interacts with customers to provide technical support and information on products or services.
• Network management: Responsible for monitoring the systems.
• Network documentation: Responsible for configuration backups, Visio diagrams and outage information.
• Takes escalated inbound support calls and emails from customers regarding issues with their internet services and accounts.
• Fields customer questions and concerns; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff.
• Dispatches and assigns repair requests to technicians. Coordinates and ensures follow up with customers.
• This role is a liaison to other internal departments.
• Ensures that appropriate actions are taken to resolve customers’ needs.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Demonstrated excellent customer service experience.
• IT experience is highly preferred.
• Excellent communication skills including active listening.
• Service-oriented and ability to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Ability to work well in a fast-paced environment.
• Ability to work flexible hours.
• Experience in telecommunications preferred.

Education and Experience:

• High school diploma or equivalent.
• Minimum of 2 years customer service experience.
• Clean driving record.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift a minimum of 15 pounds at times.

Job Type: Full-time

Pay: From $21.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Ability to Relocate:

• Minneapolis, MN: Relocate before starting work (Required)

Work Location: Remote