Technical Customer Support Representative
Job Description
Job Description
Technical Customer Support Representative is responsible for overall customer experience with our internet products and understands how critical it is when a customer’s internet is down and the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering and Marketing. The person in the role will thrive with strong technical aptitude, having a sense of urgency, and ability to multi-task.
Our ideal Technical Customer Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. They work well in a virtual team environment, is capable of handling multiple tasks at once, and adapts well to change and high-pressure deadlines. They must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills.
Responsibilities and Duties
- Monitor the network for “hotspots” (volume of tickets from a particular area).
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- Compile data from customers/systems logs to locate the issue.
- Watch ticket queue for related issues/events.
- Escalate more significant network infrastructure issues and provide data to the engineering team.
- Monitor UPS (Power outages) to ensure proactive resolution.
- Assist Field Support Services (FSS) with issues that arise during installations and service calls.
- Look more in-depth with customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion).
- Work closely with the engineering team and customer support to troubleshoot issues.
- Engage operations and schedule truck rolls/field visits when deemed necessary (CPE).
Knowledge:
- Technical Troubleshooting skills
- Problem-solving skills
- Resourceful
- Good knowledge of radios/frequencies/routers and network switches.
- A good understanding of IP addresses and packet routing.
- Excellent understanding/use of networking tools:
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- ping
- MTR
- Traceroutes
- nmap
- DNS
- DHCP/Static
- Speed test servers
Qualifications
- Minimum 2 years of technical customer support
- Strong technical aptitude
- Billing experience
- Bilingual (Spanish and English) desired but not required
- Effective customer communication skills
- Demonstrated ability to quickly establish customer rapport
- Strong ability to multi-task and thrive in a fast-paced environment
- Excellent interpersonal skills and ability to work effectively with cross-functional teams
- Self-motivated and takes initiative with little direction
- Familiarity with various tools like Slack, Zendesk, Hubspot, Zuper, etc
- Knowledgeable about WISP
- Eligibility to work in the United States
Company DescriptionOur people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.
Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG! We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.
We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
Company Description
Our people and culture make JSG a great place to work. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.\r\n\r\nJohnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG! We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.\r\n\r\nWe offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.\r\n\r\nJohnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.