Technical Support Representative

1 month ago

Ephrata, United States Ziply Fiber Full time
Job Description
Position Title: Technical Support Representative ( ON SITE )

$16.83 to $28.85 hourly DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers - and each other - better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

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. This role is considered to be hybrid-remote.

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 required.
  • Bilingual (English/Spanish) required.
  • Basic network skills and experience including TCP/IP, DHCP, DNS required.
  • Experience working with computers in a technical support manner required.
  • Customer service experience required. Call center experience preferred.
  • 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.
  • Working Knowledge of residential gateways and wireless subscriber technologies.
  • CompTIA A+ preferred.
  • 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.


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.

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