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Surf Internet · 18 hours ago

Technical Support Representative

La Porte, IN

Full-time

Onsite

New Grad, Entry Level

Surf Internet is a company that provides internet services, and they are seeking a Technical Support Representative to assist customers with their internet issues. The role involves troubleshooting, educating customers about services, and scheduling service appointments as needed.

InternetTechnical SupportTelecommunications

Responsibilities

Educate customers about our services and how they function using simple, easy to understand language

Interact with customers in a friendly, professional and patient manner

Deliver excellent customer service by providing technical support for the following services provided by Surf Internet

Schedule service call appointments as needed to resolve customer issues with the services listed above

Document all customer interactions thoroughly using our ticketing system

Respond in a timely manner to technical support requests using the phone and live chat support methods

Escalate suspected infrastructure issues to the network operations team

Qualification

Basic networkingTroubleshooting processesRF technology basicsData analysisOperating systems familiarityCustomer serviceStress managementMulti-tasking

Required

High School Education or equivalent required

Familiarity with basic networking including Static IP reservations, Basic router function and configuration, Public and private IP assignments, Physical ethernet and fiber connections

Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting

Familiarity with basics of RF technology including Local Wifi broadcasting, Interference mitigation, Channel bandwidth and RF frequencies, RF behavior

Familiarity with internet speed, latency, and jitter

Ability to work weekends required

Ability to work well with people under stress

Able to be on the phone for long periods of time

Ability to follow basic troubleshooting processes consistently

Ability to juggle several projects or items at one time

Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems

Ability to generate and read error logs and reports