Help Desk Technician

5 days ago

Guaynabo PR, United States Aeronet Wireless Broadband Full time

Job Summary

As a Help Desk Technician, you will be crucial in providing first-level technical support and basic troubleshooting assistance to customers utilizing our residential internet service. You'll promptly address customer inquiries, resolve basic technical issues, and ensure a positive customer experience. Your expertise in diagnosing and resolving common connectivity and service-related problems will contribute to maintaining high levels of customer satisfaction.

Essential Duties and Responsibilities

  • Serve as the first point of contact for customers experiencing technical issues with the residential internet service.
  • Respond to customer inquiries via phone, email, or chat promptly and professionally.
  • Gather relevant information from customers to accurately diagnose and troubleshoot technical problems.
  • Provide step-by-step guidance to customers for basic troubleshooting procedures related to connectivity, router setup, and device configuration.
  • Diagnose and resolve common technical issues related to internet connectivity, network configuration, and device compatibility.
  • Escalate complex issues to NOC Team when necessary, ensuring seamless customer issue resolution.
  • Responsible for follow-up of the tickets assigned to the Help Desk team.
  • Ability to utilize company tools to provide clients with a quick resolution of the situation.
  • Accurately document customer interactions, troubleshooting steps, and solutions in the help desk ticketing system.
  • Follow established protocols and procedures for issue tracking, escalation, and resolution.
  • Provide client outage status through email and/or phone calls.
  • Provide updates to customers regarding the status of their reported issues, ensuring transparency and reassurance throughout the resolution process.
  • Stay updated on the latest product and service offerings, technical updates, and industry trends related to residential internet service and the industry.
  • Provide feedback to management regarding common customer issues and potential improvements to service quality and customer experience.
  • Other essential duties are assigned as required by the supervisor.

Skills, Knowledge & Qualifications

  • Ability to give clear instructions and technical information over the phone.
  • Self-Starter / Innovative and Flexible.
  • Have a clear, professional, and informative communication style.
  • Ability to work under pressure.
  • Provide step-by-step guidance to customers for basic troubleshooting procedures related to connectivity, router setup, and device configuration.
  • Diagnose and resolve common technical issues related to internet connectivity, network configuration, and device compatibility.
  • Escalate complex issues to higher-level technical teams when necessary, ensuring seamless customer issue resolution.
  • Knowledge of MS Word, Excel, Outlook and Internet applications.
  • Strong PC skills.
  • Excellent interpersonal skills.
  • Excellent oral and communication skills (English & Spanish).
  • Good problem-solving, analytical, and teamwork skills are a must.

Education & Experience

  • Bachelor's degree in computer science or related field.
  • Two year of experience in similar positions.
  • Working knowledge of computer systems, hardware and software.
  • Customer Service Oriented.

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • On-site gym
  • Paid time off
  • Vision insurance

Job Type: Full-time

Experience:

  • Help desk: 1 year (Preferred)

Work Location: In person

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