HiringCafe
Posted 1mo ago

Technical Support Representative

@ Surf Internet
View All Jobs
LaPorte, Indiana, United States
$16-$18/hrOnsiteFull Time
Responsibilities:Communicate with customers, Troubleshoot network issues, Document interactions
Requirements Summary:High school education required; basic networking knowledge; ability to read graphical monitoring, analyze data, and troubleshoot; weekend availability; strong customer service and communication skills; ability to handle multiple tasks.
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Job Description

Overview: 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.