Technical Support Representative
Job Posting for Technical Support Representative at Ziply Fiber
Position Title: Technical Support Representative
$15.75 to $19.00 hourly DOE
Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.
Company Background:
Everyone deserves the best internet possible and that’s the refreshingly great experience we’re creating at Ziply Fiber. We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across Washington, Oregon, Idaho, and Montana with fiber internet in addition to streaming TV, privacy products and phone service as well.
Job Summary:
The Technical Support Representative is responsible for quick and efficient resolution to service-related issues. Using Knowledge and expertise, we help maintain strong customer relationships and keep them satisfied with their service.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed:
- Interact with customers using the phone, email, or chat to answer their questions and concerns.
- Help customers identify what they are experiencing and work independently with them to help resolve their issues.
- Identify and efficiently document issues using call logs, tickets, and work orders.
- Assist de-escalating agitated customers and resolve their frustrations.
- Respond to requests for technical assistance.
- Identify issues and when appropriate escalate those to the corresponding department.
- Performs other duties as required to support the business and evolving organization.
Qualifications:
- High school diploma or GED certificate.
- CompTIA A (preferred).
- Experience working with computers.
- Customer service experience, preferably in a call center.
- Experience required with Windows and Linux desktop operating systems.
- Understanding of relationship between subscriber units, access points, power over ethernet, switches, and routers connecting subscriber to network.
- Basic network skills and experience including TCP/IP, DHCP, DNS.
- Working Knowledge of residential gateways and wireless subscriber technologies.
- THIS ROLE IS HYBRID-REMOTE
Knowledge, Skills and Abilities:
- Ability to think logically.
- Excellent customer service abilities and mindset.
- Strong oral and written communication skills.
- Ability to communicate technical concepts to non-technical customers.
- Ability to learn quickly, understand and adapt to new systems and skills.
- Excellent problem solving and troubleshooting skills.
- Excellent multi-tasking abilities.
- Familiar with computers, mobile devices, and technology.
- Must be punctual and dependable.
- Must be able to work independently.
- Bilingual preferred.
Work Authorization:
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment and Additional Information:
Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.
At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.
Diverse Workforce / EEO:
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.
Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.
Ziply Fiber is a drug free workplace.
Salary.com Estimation for Technical Support Representative in Ephrata, WA
$43,661 to $56,002
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