Technical Support Technician

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future. And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team. The Technical Support Technician will support residential and business customers with their Internet, Phone, and TV service, via troubleshooting. This position requires knowledge of telecommunications and technology. This person will respond to technical support requests and perform initial problem identification and analysis of customer equipment (ONTs and routers). They will also capture detailed problem analysis and resolution plans in the customer billing system. This is a fast-paced environment, and all interactions should be responded to in an efficient and effective manner. What you will be doing: • Respond to live customer inquiries via phone and email • Determine the scope of customer issues in an effective and professional manner • Effectively resolve customer issues timely • Properly document all customer interactions • Represent GoNetspeed professionally and ethically • Maintain a high level of customer satisfaction with focus on first call resolution and remote diagnosis • Work incoming trouble tickets received, providing outbound customer communication, as necessary • Provide troubleshooting on customer equipment while rebuilding and provisioning • Complete router troubleshooting and setups • Provide voice service troubleshooting and reset voicemail passwords What You Need For This Position: • High School Diploma or GED required • A+ Certification is Preferred • Inbound Call Center and Troubleshooting experience preferred • Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred • Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities. • Skill in operating various office equipment such as personal computer and telephone systems. • Previous inbound call center experience, preferred. • Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner. • Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.