Boingo Wireless · 10 hours ago
Tier 2 Customer Care Technician
United States
Full-time
Remote
Entry Level
1+ years expBoingo Wireless is a leading technology company specializing in enhancing wireless access. They are seeking a Tier II Customer Care Technician to provide exceptional customer support, troubleshoot technical issues, and manage service requests while working independently in a fast-paced environment.
SoftwareTelecommunicationsWireless
Responsibilities
Work Autonomously: Manage your tasks independently and efficiently to meet deadlines
Customer Support: Quickly respond to support-related emails, phone calls, chats, and other electronic communications
Technical Troubleshooting: Identify and resolve technical issues to help clients connect to Wi-Fi
Preferred Experience: Familiarity with Salesforce, Jira, SolarWinds, and basic network command line knowledge is a plus
Networking Knowledge: Understand networking fundamentals such as routing / switching, NAT, DHCP / IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR)
Tech Savvy: Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles
Protocol Proficiency: Knowledge of network protocols like DHCP, DNS, and Radius AAA
Eager Learner: Willingness and ability to quickly learn new technologies
Customer Service: Resolve customer service or billing complaints, process refunds, and make account updates and adjustments
Documentation: Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken
Ticket Management: Generate tickets and process escalations through resolution
Adaptability: Thrive in a fast-paced environment with frequently changing priorities
Communication Skills: Excellent oral and written communication, interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external)
Flexible Schedule: Available to work nights and weekends, including after-hour and weekend shifts
The role is for Saturday and Sunday only, 16-hours per week
Field Engineer Coordination: Dispatch single customer escalations to Field Engineers in a timely manner
Customer Service Excellence: Bring a positive attitude and top-notch communication skills
Tech Savvy: Have a solid understanding of Wi-Fi and wireless networks
Hands-On Experience: Previous support experience with Windows computers, laptops, iOS, Androids, smart TVs, and gaming consoles
Problem Solving: Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers
Device Troubleshooting: Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties
Ticket Management: Create Jira tickets to dispatch unresolved issues to field engineers
Data Analysis: Analyze incoming call data to identify larger issues and trends
Detailed Documentation: Log detailed descriptions of all customer issues in the Salesforce ticketing system
Cross-Functional Collaboration: Act as a liaison and work across different departments
Escalation Handling: Escalate unresolved issues to the appropriate escalation point
Hardware and Software Expertise: Identify and resolve mobile and laptop hardware and software issues
Team Coordination: Work with technical staff and management to ensure issue resolution and customer satisfaction
Results-Oriented: Be persistent and focused on solving problems and delivering results
Microsoft Office Proficiency: Familiarity with Outlook, Excel, PowerPoint, and Word
Policy Adherence: Follow authority levels set forth in policy and procedure guidelines for customer refunds and adjustments
Quick Learner: Adapt to change and pick up new concepts quickly
Flexible Schedule: Ability to work late and weekend shifts
Qualification
Required
Manage your tasks independently and efficiently to meet deadlines
Quickly respond to support-related emails, phone calls, chats, and other electronic communications
Identify and resolve technical issues to help clients connect to Wi-Fi
Understand networking fundamentals such as routing / switching, NAT, DHCP / IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR)
Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles
Knowledge of network protocols like DHCP, DNS, and Radius AAA
Willingness and ability to quickly learn new technologies
Resolve customer service or billing complaints, process refunds, and make account updates and adjustments
Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken
Generate tickets and process escalations through resolution
Thrive in a fast-paced environment with frequently changing priorities
Excellent oral and written communication, interpersonal, organizational, and presentation skills
Available to work nights and weekends, including after-hour and weekend shifts
Dispatch single customer escalations to Field Engineers in a timely manner
Bring a positive attitude and top-notch communication skills
Have a solid understanding of Wi-Fi and wireless networks
Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers
Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties
Create Jira tickets to dispatch unresolved issues to field engineers
Analyze incoming call data to identify larger issues and trends
Log detailed descriptions of all customer issues in the Salesforce ticketing system
Act as a liaison and work across different departments
Escalate unresolved issues to the appropriate escalation point
Identify and resolve mobile and laptop hardware and software issues
Work with technical staff and management to ensure issue resolution and customer satisfaction
Be persistent and focused on solving problems and delivering results
Familiarity with Outlook, Excel, PowerPoint, and Word
Follow authority levels set forth in policy and procedure guidelines for customer refunds and adjustments
Adapt to change and pick up new concepts quickly
Ability to work late and weekend shifts
Preferred
Familiarity with Salesforce, Jira, SolarWinds, and basic network command line knowledge is a plus
1-3 years of related experience preferred
College experience preferred
Company
Boingo Wireless
Boingo Wireless is a company providing mobile internet through Wi-Fi networks globally.
201-500 employees
H1B Sponsorship
Boingo Wireless has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (5)
2023 (3)
2022 (2)
2021 (7)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$140MKey Investors
Mitsui Global Investment
2014-12-01Post Ipo Debt· $50M
2011-05-04IPO
2006-08-16Series C· $65M
Leadership Team
David Hagan
Former Chairman and CEO
Mike Finley
CEO
Recent News
2026-01-05
2025-12-02
2025-11-11
Company data provided by crunchbase