Job Description:
• Serve as a primary point of contact for clients through inbound and outbound communications
• Provide frontline, first-level technical assistance to consumers
• Support client-specific high-speed internet services and devices
• Troubleshoot internet connectivity, performance, operating system, PC, browser, and device issues
• Triage issues and apply appropriate resolution techniques
• Resolve technical problems in a fast-paced, customer-facing environment
• Demonstrate advanced product knowledge and resolve customer issues, ideally on the first call
• Open and manage trouble tickets for user, data network, and operating system issues
• Address technical problems promptly and complete assignments within expected timeframes
• Follow work schedules, management directives, and company policies
• Provide patient, courteous, and friendly customer service
Requirements:
• Over 18 years of age
• High school diploma or equivalent preferred
• Comfort with desktop computer systems
• Proven oral and written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem-solving skills
• Ability to work independently and multitask
• Ability to collaborate with team members, supervisors, and support departments
• Strong listening, analytical, organizational, and problem-solving skills
• Ability to prioritize tasks and work well under pressure
• Ability to work within a structured schedule with a variety of shifts
• Dedicated workspace near router for hardwired Ethernet connection
• Internet speed of at least 15 Mbps download and 10 Mbps upload, with ISP latency under 50ms
• Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN
• Proof of internet speed required
Benefits:
• Medical, vision, and dental benefits
• Mental health and well-being resources
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(k) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Career advancement opportunities
• Inclusive and diverse workplace culture