Remote Technical Support Specialist

Swyft Fiber; Metairie (LA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Swyft Fiber in Metairie, LA is seeking a Technical Support Representative to diagnose technical problems and assist customers with solutions via phone and written channels. You will use strong communication and problem-solving skills to provide accurate time estimates, document issues, and guide customers through resolution in a hybrid/remote work environment.

The role requires a high school diploma and 2+ years of related experience; broadband knowledge is preferred.

Qualifications

• High School Diploma or equivalent required.
• 2+ years of related experience including diagnosing, troubleshooting, or repairing technology products preferred.
• Knowledge of broadband technology preferred.

Responsibilities

• Provides fast and efficient technical support to customers experiencing technical problems with their service.
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customers to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Uses business software to document analysis of technical issues, keep records of customer interactions, record details of inquiries, complaints, or comments, as well as actions taken to problem resolution.
• This position is available in a hybrid or fully remote work arrangement, depending on business needs, position requirements, and candidate qualifications.
• Other duties as assigned.

Skills

Excellent verbal and written comms

Problem solving

Service orientation

Critical thinking

Education

High School Diploma or equivalent

Job description

Swyft Fiber in Metairie, LA is seeking a Technical Support Representative to diagnose technical problems and assist customers with solutions via phone and written channels. You will use strong communication and problem-solving skills to provide accurate time estimates, document issues, and guide customers through resolution in a hybrid/remote work environment.

The role requires a high school diploma and 2+ years of related experience; broadband knowledge is preferred.