Technical & Activation Representative I
On-siteNational City, California, United States
Job Summary
Assist customers to resolve connectivity and speed issues through troubleshooting steps and diagnostic tools, aiming for First Call Resolution. Schedule on-site service calls when necessary, input trouble tickets into the CRM platform, and provision moves, adds, changes, and deletions in the network management system. Monitor escalation cases to confirm resolution and provide backup for non-technical overflow calls, sales, and billing inquiries. Suggest and up-sell products and services based on customer needs while articulating technical steps clearly to diverse audiences. Requires 2+ years of help desk experience, strong multi-tasking skills, and proficiency in home network setup.
Required Qualifications
- Strong multi-tasking skills, including conversing while navigating a CRM platform simultaneously
- Self starter who is motivated to take on this role without requiring a high level of direction
- Must enjoy working with the public, both on the telephone and in person
- Excellent active listening and communication skills, patience, understanding, and the ability to de-escalate customers while resolving their issue
- Must be able to articulate troubleshooting steps clearly and concise to all customers, including those who are elderly, hard of hearing or lack basic knowledge of internet connectivity
- Technically proficiency in the setup of and maintenance of an internal home network
- Technically proficiency in the connectivity of devices to a local home network
- Basic understanding of the aspects related to internet speeds, wireless routers and connected devices
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- 2+ years of experience in help desk, technical support or hold relevant industry certifications
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