Job Title

Location: Remote: California. Work will be primarily performed remotely from a home office five days per week. Employees may be required to use personal phone and internet services for telecommuting, with reimbursement per Race's telecommuting policy. Occasional travel to other Race offices or off"‘site locations may be required. Compensation $20-$23 USD per hour. Job Overview Technical Support Representative 1 is an entry-level role responsible for providing prompt, professional, and efficient technical support to our customers. This position serves as the first point of contact for troubleshooting issues related to internet and phone services, ensuring a positive customer experience while resolving technical concerns. Qualifications and Experience Eligibility for US employment without sponsorship Minimum of 18 years of age High School Diploma or GED or equivalent combination of education and experience is required Minimum of one year of customer support experience or equivalent work environment is required Familiarity with CRM systems and practices preferred Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi) preferred Familiarity with troubleshooting tools and remote diagnostics preferred Proficiency with customer management software (CRM systems) preferred Ability to type a minimum of 40 words per minute with accuracy Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs Ability to communicate effectively in English (speaking, reading, writing, comprehension) Proficiency in Spanish desirable Skills Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications Functional use of common office equipment, computers, and office software Essential Duties and Responsibilities Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties. Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, and phone lines. Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process. Accurately log customer interactions, issues, and resolutions in the company's CRM system. Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem. Maintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendations. Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers. Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package. Provide tips to improve internet speeds, optimize Wi"‘Fi coverage, and troubleshoot minor issues independently. Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service. Educate customers on product features, usage best practices, and self-service tools to enhance their experience. Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues. Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution. Additional duties as required. Benefits 100% Company-Paid Medical and Dental Benefits Free Fiber Internet Service for all employees living in our service area Compensatory time off: PTO (vacation, sick), 11 paid holidays, paid birthdays, 401(k) matching (4%) #J-18808-Ljbffr