Job Title

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesnu2019t 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: u2022 Respond to live customer inquiries via phone and email u2022 Determine the scope of customer issues in an effective and professional manner u2022 Effectively resolve customer issues timely u2022 Properly document all customer interactions u2022 Represent GoNetspeed professionally and ethically u2022 Maintain a high level of customer satisfaction with focus on first call resolution and remote diagnosis u2022 Work incoming trouble tickets received, providing outbound customer communication, as necessary u2022 Provide troubleshooting on customer equipment while rebuilding and provisioning u2022 Complete router troubleshooting and setups u2022 Provide voice service troubleshooting and reset voicemail passwords What You Need For This Position: u2022 High School Diploma or GED required u2022 A+ Certification is Preferred u2022 Inbound Call Center and Troubleshooting experience preferred u2022 Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred u2022 Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities. u2022 Skill in operating various office equipment such as personal computer and telephone systems. u2022 Previous inbound call center experience, preferred. u2022 Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner. u2022 Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary. 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 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.