Technical Support 1
New
R
Race CommunicationsTelecommunications
Remote - CA OnlyFull-TimeEntry
Salary18 - 22 USD per hour
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Job Details
- Languages
- English (speaking, reading, writing, and comprehension); Spanish is desirable.
- Experience
- Minimum of one year customer support experience
- Required Skills
- Microsoft OfficeCRMCustomer support
Requirements
- Minimum of 18 years of age.
- High School Diploma or GED or equivalent.
- Minimum of one year customer support experience and/or equivalent work environment.
- Ability to type a minimum of 40 words per minute with accuracy.
- Proficiency in English, including speaking, reading, writing, and comprehension.
- Familiarity with CRM systems and practices.
- Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi).
- Familiarity with troubleshooting tools and remote diagnostics.
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint.
- Flexibility to work nights, weekends, holidays, and overtime as needed.
Responsibilities
- Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties.
- Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, and phone lines.
- Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process.
- Accurately log customer interactions, issues, and resolutions in the company’s CRM system.
- Escalate unresolved or complex technical issues to higher-level support teams.
- Educate customers on how to use equipment and services effectively and provide tips to improve internet speeds and optimize Wi-Fi coverage.
- Collaborate with field technicians and network operations teams to ensure quick resolution of technical issues.
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