Remote - Technical & Sales Support Representative
RemoteArizona, United States or Texas, United States
Job Summary
Provide front-line, first-level technical assistance for consumers regarding high-speed internet services and devices. Troubleshoot and resolve issues including connectivity, performance, operating system, PC, and browser configuration. Open and manage trouble tickets for user issues while demonstrating advanced product knowledge to solve problems on the first call. Deliver scope support for internet service and connectivity issues in a fast-paced, customer-facing environment. Resolve customer needs through triage and additional resolution techniques, addressing technical problems in a timely manner. Adhere to all work schedule assignments and management directives while maintaining a patient, courteous, and friendly attitude with customers at all times.
Required Qualifications
- Over 18 years of age
- HS Diploma or equivalent
- Comfort with desktop computer system
- Proven oral & written communication skills
- Familiarity with personal computers, operating systems, software, and computer terminology
- Demonstrated problem solving skills
- Ability to work independently and multi-task
- Demonstrate commitment to following established procedures and be customer service driven
- Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
- Outstanding communication, listening, and analytical skills
- Strong organizational and problem-solving skills
- Ability to prioritize tasks and work well under pressure while remaining focused
- Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
- Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
- Proactive approach to problem-solving with a focus to creating a positive customer experience
- A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms)
- Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
- Proof of internet speed required
Desired Qualifications
- HS Diploma or equivalent
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