Support Representative - Full Time

About the role

Our technical support staff members are responsible for assisting customers over the phone with their internet needs. This ranges from taking payments over the phone to solving complex technical issues. We are looking for a self-starting, flexible team member with a willingness to learn and the capability of adapting to the growing company environment.

Responsibilities

• Provide exceptional assistance to customers via phone, email, and text, addressing inquiries and concerns promptly and professionally.
• Utilize troubleshooting skills to diagnose network issues and offer effective solutions to customers.
• Document all customer interactions accurately and comprehensively for future reference and analysis.
• Coordinate and schedule appointments for surveys, installations, and repairs, ensuring timely and efficient service delivery.
• Conduct follow-ups with customers regarding scheduled appointments and outstanding service tickets to ensure customer satisfaction.
• Stay updated with emerging technologies and adapt quickly to incorporate them into customer service practices.
• Maintain organized and precise records of customer interactions, appointments, and resolutions.
• Collaborate closely with other support staff to streamline processes and enhance overall customer experience.
• Perform any other duties essential to the smooth functioning of the customer service department.

Qualifications

• High School Diploma/GED
• Proficient in technology usage, with the ability to navigate various platforms and applications effectively.
• Experience working with spreadsheets to organize and analyze data.
• Detail-oriented, organized, and self-motivated, with a commitment to accuracy and excellence in all tasks.
• Excellent written and verbal communication skills to convey information clearly and professionally to customers and colleagues alike.