Customer Support

The Customer Support role involves assisting with internet support through various channels, addressing customer issues, and collaborating on support projects. Strong communication skills, attention to detail, and basic technical knowledge are essential for success. This position offers an opportunity to provide qualitative customer service for  in a dynamic and collaborative environment.

Essential Duties and Responsibilities:

• Provide phone, chat, and email support for both external and internal customers
• Diagnose, troubleshoot, and identify solutions to resolve customer issues
• Own customer issues through resolution, ensuring a high level of customer satisfaction
• Create and maintain detailed, accurate tickets for all customer interactions
• Assist with customer inquiries, providing accurate pricing and information for residential and business internet services
• Log and document all incoming calls, emails, and customer interactions promptly
• Print and distribute badges or documents per management requests
• Offer general assistance to Field Technicians, ensuring seamless coordination between teams
• Stay updated on company services, policies, and technical procedures to provide accurate support
• Contribute to team projects aimed at improving service delivery or customer satisfaction
• Participate in training sessions to stay current with technology updates and company protocols
• Handle high-pressure situations and de-escalate customer concerns effectively
• Availability for flexible scheduling, including evenings, weekends, and holidays as needed
• Perform routine recurring tasks, such as facility inspections, safety equipment checks, and scheduled setup or maintenance activities
• Proven exemplary punctuality and attendance
• Other duties as assigned by management

Qualification and

Skills:

Educational & Professional:

• High school diploma or equivalent
• Valid driver's license with a clean driving record
• Ability to pass background checks
• Proficiency in Spanish and English
• Proven customer support experience in a call center, IT support, or related field

Technical

Skills:

• Proficient in using Windows operating systems and configuring or modifying local IP addresses
• Typing speed of 40 WPM is highly desired
• Familiarity with Windows, MacOS, and basic smartphone troubleshooting

Soft Skills:

• Excellent problem-solving skills
• Strong communication and customer service skills
• Staying calm under pressure
• Ability to multitask, prioritize, and manage time effectively

Physical & Environmental:

• Ability to sit for extended periods while working at a computer
• Ability to lift and carry equipment up to 25-50 lbs. to assist colocation clients
• Adherence to safety protocols and practices to ensure personal safety and that of team members and customers

Pay:$15.50 per hour