Technical Support Representative
AirBridge Broadband is committed to delivering an exceptional customer experience. Our employees simplify technology for customers, help them get the most from their internet service, and consistently go above and beyond to resolve concerns.
We are seeking a self-motivated Technical Support Representative with excellent customer service skills, strong problem-solving abilities, and an aptitude for technology. This is a full-time position with a fast-growing internet service provider.
Responsibilities
- Provide professional, friendly, and patient technical support by phone and through our service-ticket system.
- Diagnose and resolve internet connectivity, Wi-Fi, equipment, and related technical issues.
- Communicate technical information clearly to customers with varying levels of technical experience.
- Manage support tickets and follow up with customers to confirm that issues have been resolved.
- Document all customer interactions, troubleshooting steps, and resolutions accurately and promptly.
- Escalate unresolved or complex issues with complete and accurate documentation.
- Schedule on-site technician visits when remote troubleshooting cannot resolve an issue.
- Assist customers with related account needs, including billing questions and appointment scheduling.
- Collaborate with other team members to deliver a smooth and positive customer experience.
Qualifications
- Strong customer service skills and the ability to build rapport with customers.
- Excellent written and verbal communication skills.
- Strong troubleshooting, critical-thinking, and problem-solving abilities.
- Ability to explain technical concepts in simple, easy-to-understand language.
- Positive, patient, and professional attitude.
- Self-motivated, dependable, and able to manage multiple support requests.
- Willingness to think creatively and go above and beyond for customers.
- Interest in technology and helping people solve technical problems.
- Previous telephone-based customer service or technical support experience is preferred but not required.
Position Details
- Job type: Full-time
- Pay: Based on skills, knowledge, and experience
- Hours: Shifts are 9:00 a.m. to 5:00 p.m.
- Availability: Weekend availability is required
Benefits
- Employee discount
- Paid time off
- Dental & Vision Insurance
- 401k matching
- Professional development assistanceJoin AirBridge Broadband and help us deliver reliable internet service with the exceptional support our customers deserve.
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Work Location: In person
