Technical Support Representative

Overview: The Technical Support Representative is responsible for assisting customers via phone and live chat by identifying the primary symptoms and root causes of the customer's internet issue as well as programming and troubleshooting Surf's managed routers. They are also responsible for scheduling service appointments when a technician visit is required.Reports to: Technical Support ManagerJob Status: Non-ExemptResponsibilities:Educate customers about our services and how they function using simple, easy to understand language.Interact with customers in a friendly, professional and patient manner.Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.Fixed wireless and fiber internet connectionsWhole-home managed WifiPhone servicesTV servicesSchedule service call appointments as needed to resolve customer issues with the services listed above.Document all customer interactions thoroughly using our ticketing system.Respond in a timely manner to technical support requests using the phone and live chat support methods.Escalate suspected infrastructure issues to the network operations team.Qualifications:High School Education or equivalent requiredFamiliarity with basic networking includingStatic IP reservationsBasic router function and configurationPublic and private IP assignmentsPhysical ethernet and fiber connectionsAbility to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.Familiarity with basics of RF technology includingLocal Wifi broadcastingInterference mitigationChannel bandwidth and RF frequenciesRF behaviorFamiliarity with internet speed, latency, and jitter.Ability to work weekends requiredAbility to work well with people under stressAble to be on the phone for long periods of timeAbility to follow basic troubleshooting processes consistentlyAbility to juggle several projects or items at one timeFlexible schedule preferredFamiliarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systemsAbility to generate and read error logs and reports. J-18808-Ljbffr