Tech Support Specialist: Internet, Routers & WiFi Expert

Paycom - ATS; La Porte (IN); On-site; USD 19,000 - 29,000; Full time

Job summary

Surf Internet is seeking a Technical Support Representative to assist customers by phone and live chat, identifying symptoms and root causes of connectivity issues and troubleshooting Surf’s managed routers.

You will schedule technician visits when needed, educate customers, and document all interactions in our ticketing system while escalating broader infrastructure concerns to the NOC.

Qualifications

• Basic networking knowledge including static IP reservations.
• Read graphical monitoring reports to assist in troubleshooting.
• Ability to analyze data and logs for issue isolation.

Responsibilities

• Assist customers via phone and live chat to identify symptoms and root causes.
• Program and troubleshoot Surf’s managed routers.
• Schedule service appointments when a technician visit is required.
• Educate customers using simple, clear language about services.
• Document all interactions in the ticketing system.
• Escalate infrastructure issues to the network operations team.

Skills

Networking basics

RF tech basics

IP assignments

Troubleshooting processes

Windows/macOS/iOS/Android

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Surf Internet is seeking a Technical Support Representative to assist customers by phone and live chat, identifying symptoms and root causes of connectivity issues and troubleshooting Surf’s managed routers.

You will schedule technician visits when needed, educate customers, and document all interactions in our ticketing system while escalating broader infrastructure concerns to the NOC.