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

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.

Benefits:

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance

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Technical Support Technician