Tier 2 Customer Care Technician

Tier 2 Customer Care Technician

Join Our Fun and Dynamic Team!

Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Tier II Customer Service Agent to join our fast-paced and growing team. We are a cutting-edge technology company and a global leader in enhancing wireless access. Boingo not only develops Wi-Fi networks but also enhances cell service in locations where throughput can be tricky. We also provide service support for the high-speed data broadband product and IPTV to our military customers.

If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We offer a long-term opportunity, smart and friendly co-workers and great benefits. While we’re not your old-school, rigid company, we do expect commitment, professionalism and a consistent positive attitude in addition to providing a world-class level of customer service. So, if that sounds good, check the details below, and if you see the fit, give us a shout.

The role is Saturday and Sunday only, 16-hours per week.

• Work Autonomously:
  Manage your tasks independently and efficiently to meet deadlines.
• Customer Support:
  Quickly respond to support-related emails, phone calls, chats, and other electronic communications.
• Technical Troubleshooting:
  Identify and resolve technical issues to help clients connect to Wi-Fi.
• Preferred Experience:
  
  Familiarity with Salesforce, Jira, Solar Winds, and basic network command line knowledge is a plus.
• Networking Knowledge Understand networking fundamentals such as routing/switching, NAT, DHCP/IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR).
• Tech Savvy:
  Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles.
• Protocol Proficiency:
  Knowledge of network protocols like DHCP, DNS, and Radius AAA.
• Eager Learner:
  Willingness and ability to quickly learn new technologies.
• Customer Service:
  Resolve customer service or billing complaints, process refunds, and make account updates and adjustments.
• Documentation:
  Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken.
• Ticket Management:
  Generate tickets and process escalations through resolution.
• Adaptability:
  Thrive in a fast-paced environment with frequently changing priorities.
• Communication
  
  Skills:
  
  Excellent oral and written communication, interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external).
• Flexible
  
  Schedule:
  
  Available to work nights and weekends, including after-hour and weekend shifts.
• Field Engineer Coordination:
  Dispatch single customer escalations to Field Engineers in a timely manner.

• Customer Service Excellence:
  Bring a positive attitude and top-notch communication skills.
• Tech Savvy:
  Have a solid understanding of Wi-Fi and wireless networks.
• Hands-On
  
  Experience:
  
  Previous support experience with Windows computers, laptops, iOS, Androids, smart TVs, and gaming consoles.
• Problem Solving:
  Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers.
• Device Troubleshooting:
  Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties.
• Ticket Management:
  Create Jira tickets to dispatch unresolved issues to field engineers.
• Data Analysis:
  Analyze incoming call data to identify larger issues and trends.
• Detailed Documentation:
  Log detailed descriptions of all customer issues in the Salesforce ticketing system.
• Cross-Functional Collaboration:
  
  Act as a liaison and work across different departments.
• Escalation Handling:
  Escalate unresolved issues to the appropriate escalation point.
• Hardware and Software Expertise:
  Identify and resolve mobile and laptop hardware and software issues.
• Team Coordination:
  Work with technical staff and management to ensure issue resolution and customer satisfaction.
• Results-Oriented:
  Be persistent and focused on solving problems and delivering results.
• Microsoft Office Proficiency:
  Familiarity with…