Tier 2 Technical Support

Responsibilities

• Provide strong customer service to internal and external customers
• Handle a large volume of inbound calls from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
• Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience
• Support to internal and external customers for text, multimedia messaging and internet equipment and services
• Utilize tools and resources to troubleshoot network complaints and provisioning errors
• Document problems with high degree of accuracy utilizing a trouble ticket system
• Achie quality assurance standards for consistent performance
• Demonstrate consistent and punctual attendance
• Must be able to work a variable schedule and overtime when necessary
• Provide input on the implementation of new products to improve the efficiency of resolution of network issues
• Aid and provide guidance to new team members

Qualifications

• A High School diploma or equivalent is required
• An Associate Degree is preferred
• Bilingual (Spanish/English) is a plus
• Tech savvy and have an aptitude for understanding technology
• Energetic, able to work under pressure in dynamic, fast-moving environment
• Exceptional customer service skills
• Outstanding verbal and written communication skills
• Detail oriented
• The ability to multitask and strong troubleshooting skills
• The ability to learn about our network and technical features of our products to improve efficiency
• Experience working with Windows-based computers, including general office software

Benefits

• Competitive pay
• Growth opportunities
• Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, freephone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave, and holiday pay.