Note: The job is a remote job and is open to candidates in USA. Metronet is hiring a Customer Support Technician to provide technical support to Bulk Multi-Dwelling Unit customers. The role troubleshoots service issues, coordinates repairs, and works with customer relations, technical support, and field operations teams to resolve problems and maintain customer satisfaction.
Responsibilities
- Answer customer and internal requests regarding Business MDU service issues, outages, repairs, and technical inquiries
- Troubleshoot Business MDU internet and network-related service issues using established troubleshooting procedures
- Utilize multiple internal systems and tools to diagnose, document, and resolve customer issues
- Follow the established 5-Step Troubleshooting Guide to ensure consistent and effective issue resolution
- Achieve First Call Resolution (FCR) whenever possible through effective troubleshooting and customer communication
- Schedule and coordinate truck rolls when remote troubleshooting does not resolve service issues
- Collaborate with MDU Customer Relations to identify customer-focused solutions and communicate service updates
- Partner with Business Technical Support, Field Operations, and other internal teams to resolve complex technical issues
- Monitor customer issues through completion to ensure timely resolution and customer satisfaction
- Document all troubleshooting activities and customer interactions accurately within company systems
- Maintain a working knowledge of Metronet products, services, systems, and promotions
- Make recommendations based on customer needs while maintaining service quality standards
- Demonstrate strong analytical and problem-solving skills to identify root causes and recommend appropriate solutions
- Travel to EVV twice a year
- All other duties as assigned
Skills
- High school diploma or GED required
- Strong verbal and written communication skills
- Excellent organizational and multitasking abilities
- Demonstrated customer service, initiative, and problem-solving skills
- Ability to analyze technical issues and determine appropriate resolutions
- Ability to work both independently and collaboratively within a team environment
- Basic technical troubleshooting and sound escalation judgement
- Ability to follow standardized troubleshooting processes while adapting to unique customer situations
- Excellent analytical and logical problem-solving abilities
- Responsible, self-motivated, organized, and detail-oriented
- Ability to communicate technical information clearly to both technical and non-technical audiences
- Ability to remain calm and professional while handling escalated customer situations
- Comfortable working in a fast-paced environment with changing priorities
- Willingness to work as a team and independently
- Must be legally authorized to work in the U.S
- Experience troubleshooting internet and networking services preferred
- 1–3 years of technical support, telecommunications, networking, or customer service experience preferred
Benefits
- 80% of medical premiums paid by the company
- Company-paid disability insurance
- Company-paid life insurance
- 401(k) company match
- Discounted services within our coverage areas
- Locally owned, friendly, and fun atmosphere
- Remote work
Company Overview