Our company, is an ISP based in Miami and we are looking for a remote Technical Customer Service Agent to join the team. This person will interface with both customers and internal team members. Ideally this person will be technically inclined however, explicit knowledge or experience with the items listed below isn't a requirement. Most of the tools we use are unique to us, highly modified or homegrown however some are off the shelf. This person needs to be bilingual (Spanish/English) and based in Miami/South Florida.
We are willing to train someone who is inexperienced but loves technology and is willing to learn. This person will be exposed to a diverse blend of technologies and will learn a lot. The Technical Customer Service agent would monitor the support queues both via tickets and phone calls. We have a relatively low volume of support issues as we are a small business. They would handle all front line support issues (which most are easily solved at that level), create tickets for ones that come in via phone call and escalate to the engineering team if necessary. The employee would work with field and engineering teams playing an active role in their day to day assisting with scheduling, installations, and maintenance tasks projects. Below is a general description of ongoing tasks, software tools used and respective hardware devices we work with on a daily basis.
- Incoming support calls and tickets from both residential & commercial Internet customers. Troubleshooting of customer devices and network devices via monitoring tools.
- Software Tools: Sonar, Remote Winbox , Eero Portal.
- Devices: Mikrotik Routers and Switches, Various Wireless Point to Point Radios (Ubiquiti, SAF, Mimosa), EERO Routers.
- Support: business/Residential VoIP customers.
- Software Tools: Bicom Management Portal, thinQ Management Portal.
- Devices: Yealink and Polycom VoIP handsets.
- Monitor Network Infrastructure, preliminary evaluation and notify the engineering team.
- Software Tools: Check_mk Web Portal, Sonar Web Portal.
- Devices: Mikrotik Routers and Switches, Various Wireless Point to Point Radios (Ubiquiti, SAF, Mimosa), EERO Routers.
- Support Customers who have devices on our Hosted Unifi Controller.
- Software Tools: Unifi Protect, Unifi Controller.
- Devices: Ubiquiti Access Points and Cameras.
- Coordinate Residential/Business TV and Internet Installations.
- Software Tools: Sonar Web Portal, Remote Winbox , Eero Portal, Bicom Management Portal, RealChoice.
- Devices: Mirkotik Routers and Switches, EERO Routers, Roku Devices.
Job Type: Full-time
Pay: $15.00 - $18.00 per hour
Benefits:
- Health insurance
- On-the-job training
- Paid time off
- Work from home
Language:
Work Location: Remote
