ISP Support Technician

TEKsystems; Raleigh (NC); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading provider of business and technology services is seeking an ISP Support Technician to provide world-class customer support. This fully remote position involves troubleshooting connectivity issues and assisting customers with voice, data, and video services. Candidates must have a flexible schedule and commit to a comprehensive training program. The role offers a fun environment with opportunities for bonuses and benefits.

Benefits

Monthly bonuses starting at $350

Medical, Dental, and Vision insurance

401K with company matching

15 days of PTO per year

Employee Assistance Program

Qualifications

• Must have an open and flexible schedule for shifts.
• Commit to full 4 weeks of training.

Responsibilities

• Answer inbound technical support calls, chats, and emails.
• Troubleshoot voice, data, video, and connection issues.
• Track and record each phone call with detailed descriptions.

Skills

Windows 10

Windows 7

Customer Service

Troubleshooting

Job description

Job Title

ISP Support Technician

Top Skills

Windows 10

Windows 7

Customer Service

Troubleshooting

Top Skills' Details

1. Windows Operating Systems

2. Call Center - Customer Service

3. Troubleshoot connection issues

Job Description

Provide world-class customer support for ISP partners within a 24x7x365 environment. Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies. Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Primary Responsibilities

*Answer inbound technical support phone calls, chats and emails related to ISP partners.

*Consult with customers and provide additional solution in the form of up-selling products and services.

*Troubleshoot voice, data, video and connection issues for customers.

*Identify, troubleshoot and assist customers with voice, data, video and connection issues.

*Answer customer service related questions

*Track and record each phone call and provide a detailed description of the call

*Provide backup assistance for other Technical Support Representatives

Shifts will be a mixture of first and second shift hours. All schedules after training require working on either a Saturday or a Sunday.

Employee Value Proposition

Fun, casual environment. Routinely do contests and food days to keep the mood light. Very open collaborative call floor with monitors to track calls. Employee lounge for breaks (if working on-site).

• Must have an open and flexible schedule to take any shift after this time frame above is complete. We are a 24/7/365 call center. The only schedule accommodation that we make is for school purposes. Candidates will have dialogue with their lead as they transition to their permanent position about their schedule. Because they are a 24/7 service desk folks need to be open to evenings or possibly working a shift that has a Saturday or Sunday incorporated.

• Must be able to commit to the full 4 weeks of training. Even missing one day off can lead to termination or a push to a future class. Candidates will be trained on all technical aspects of the job.

• Eligible for monthly bonuses starting at $350/month

• Medical, Dental and Vision would take in effect on the 1st of the month after they become employees.

• 401K after 3 full months of employment on client payroll (with company matching)

• 15 days of PTO per year with an 80 hour roll over

• Once on payroll, candidates can sign up for OT.

Work Environment

Casual/fun inbound call center environment. Pit is very open and collaborative. Everyone has the ability to work from home as long as their production is there.

Reason for hiring:

Volumes have been extremely high as they have on boarded several new partners. Need additional staff to get cues back in line.

Pay and Benefits

The pay range for this position is $15.00 - $15.50/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 21, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.