Technical Support Representative (Contact/Call Center)

Job Summary

Ezee Fiber is seeking a Technical Support Representative (Contact/Call Center) to join a team of high-energy, customer-oriented professionals. As the first point of contact for customers with service inquiries, the TSR will deliver exceptional support with both technical expertise and a commitment to outstanding customer service.

Essential Functions

• Understand telecommunications, infrastructure, and backbone technologies.
• Properly analyze and troubleshoot customer issues.
• Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
• Focus on delivering exceptional customer service experience and assist customers with technical questions.
• Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM.
• Provide Training and Support: Assist in training new team members in technical procedures and customer service best practices.
• Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
• Stay Updated on Product Knowledge: Keep current with new service offers, technology updates, and best practices to deliver informed support.
• Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows.
• Perform other duties as required.

Qualifications

• Education and Experience Requirements: High school diploma or equivalent, one-to-three years of proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
• Communication Pro: Excellent communication and interpersonal skills.
• Analytical Mind: Ability to leverage data for decision-making.
• Tech-Savvy: Proficiency in using software and Microsoft Office Suite.
• Adaptable: Thrive in a fast-paced and ever-changing environment.
• Independent Worker: Ability to work independently with minimal supervision.
• Multitasker: Excellent multitasking, prioritization, and time management abilities.
• Detail-Oriented: Strong attention to detail and organizational skills.

Total Rewards

• Competitive compensation package
• Health, Dental and Vision insurance
• 401k match
• Paid time off and other generous benefit programs
• Tuition reimbursement

Why Join Us?

We are committed to fostering a diverse and inclusive environment where innovation thrives. As the Technical Support Representative (Contact/Call Center), you will play a critical role in building a new function that directly impacts our company’s growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation.