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Technical Support Representative
Job in
La Porte, La Porte County, Indiana, 46352, USA
Listed on 2026-06-10
Listing for:
Surf Internet
Full Time
position Listed on 2026-06-10
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support
Job Description & How to Apply Below
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 Manager Job Status:
Non-Exempt Responsibilities:
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 connections
Whole-home managed Wifi Phone services
TV services
Schedule 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 required
Familiarity with basic networking including
Static IP reservations
Basic router function and configuration
Public and private IP assignments
Physical ethernet and fiber connections
Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.
Familiarity with basics of RF technology including
Local Wifi broadcasting
Interference mitigation
Channel bandwidth and RF frequencies
RF behavior
Familiarity with internet speed, latency, and jitter.
Ability to work weekends required
Ability to work well with people under stress
Able to be on the phone for long periods of time Ability to follow basic troubleshooting processes consistently
Ability to juggle several projects or items at one time Flexible schedule preferred
Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems
Ability to generate and read error logs and reports.
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