Technical Support Representative

Technical Support Technician

GoNetspeed is seeking a Technical Support Technician to join our Network Operations Center (NOC). This position provides Level I support and may include some Level II troubleshooting and technical assistance in areas such as Wi-Fi, PON Networks, Internet, and VoIP. The candidate will report to the NOC Manager and interface with other work groups as needed.

Essential Job Functions

• Clearly document all calls using the company trouble ticketing system.
• Communicate complex technical issues to customers in an easy-to-understand manner.
• Respond professionally and proficiently to customer inquiries.
• Perform customer call backs as appropriate and provide support for small business customers.
• Proactively monitor in-service systems and respond appropriately to major events.
• Work effectively in a fast-paced environment and multitask proficiently.

Level I Support Responsibilities

• Answer incoming customer repair calls.
• Serve as the first point of contact for technical and small business account support.
• Troubleshoot with customers to identify and resolve issues.
• Troubleshoot Wi-Fi and VoIP related issues.
• Support new installation setup for data and/or voice services.
• Resolve customer complaints of any type.
• Navigate multiple systems related to outside plant, customer management, and back-office support.
• Resolve order issues and handle escalations as needed.

Preferred Skills

• Post-secondary education in a related field or equivalent work experience.
• Proficiency with Microsoft Office applications.
• Strong project management and organizational skills.
• Excellent interpersonal, relationship, and communication skills (written and oral).
• Understanding of network technology industry terminology.

Education and Experience

• Associate Degree in Information Technology preferred with at least 2 years of experience in a Technical Support role.