What are the responsibilities and job description for the Technical Support Representative position at Etheric Networks?
Full Time
San Mateo
Job Summary
Provide technical support and customer service 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.
Salary:
Job 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.
Job Qualifications
- Bachelors Degree or equivalent.
- Strong interpersonal skills with the ability to relate to customers, peers, and management.
- 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, including weekends.
- Must have strong communication and documentation skills.
- Background check required.
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Benefits
Health Insurance
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Comprehensive Medical, Dental, and Vision for Employees and Dependents.
Competitive Salary
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We offer highly competitive salaries based on skill set and experience.
Work-Life Balance
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Paid Time Off, 10 Company Holidays and Paid Sick Leave.
401 K Investment
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401K savings and retirement plan.
Compensation: Salary is commensurate with experience, qualifications, and relevant skills. Etheric Networks offers competitive compensation packages that include base salary, performance-based incentives, and comprehensive benefits. Equal Opportunity Employer: Etheric Networks is an Equal Opportunity Employer committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law. Commitment to Diversity: We actively encourage applications from qualified individuals of all backgrounds and are committed to providing reasonable accommodations to individuals with disabilities during the application and employment process. Background Check & Drug Testing: Employment is contingent upon successful completion of a background check and pre-employment drug screening, where permitted by law. Work Authorization: All employees must be authorized to work in the United States. Etheric Networks participates in E-Verify. At-Will Employment: Employment with Etheric Networks is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law. Accommodation Requests: If you require reasonable accommodation during the application process due to a disability, please contact our Human Resources department at careers@ethericnetworks.com.