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JSG (Johnson Service Group, Inc.) · 1 day ago

Customer Service - Internet

Santa Clara, CA

Contract

Hybrid

Entry, Mid Level

$26/hr - $28/hr

2+ years exp

Johnson Service Group has an immediate opening for a Technical Customer Service Representative. The successful candidate will provide high-level support for customers, troubleshoot wireless network infrastructure issues, and collaborate with cross-functional departments to enhance overall customer experience.

B2BConsultingHuman ResourcesInternetStaffing Agency

Responsibilities

Monitor the network for “hotspots” (volume of tickets from a particular area)

Compile data from customers/systems logs to locate the issue

Watch ticket queue for related issues/events

Escalate more significant network infrastructure issues and provide data to the engineering team

Monitor UPS (Power outages) to ensure proactive resolution

Assist Field Support Services (FSS) with issues that arise during installations and service calls

Look more in-depth with customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion)

Work closely with the engineering team and customer support to troubleshoot issues

Engage operations and schedule truck rolls/field visits when deemed necessary (CPE)

Qualification

Technical TroubleshootingNetworking ToolsTechnical Customer SupportTechnical AptitudeBilingual SpanishBilingual EnglishProblem-solvingEffective Customer CommunicationMulti-taskingToolsKnowledgeable about WISPInterpersonal SkillsSelf-motivated