Technical Service Rep II — Wireless Network Support

Gateway Fiber, LLC; St. Louis, O’Fallon (MO, MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Flexible environment

Career development

Job summary

Gateway Fiber is hiring a Technical Service Representative (TSR) to support growth by assisting customers with wireless network issues and VoIP connectivity. You will diagnose problems, guide users through solutions, and act as the main point of contact for escalated cases.

The role requires excellent communication skills, deep knowledge of residential wireless networks, and the ability to work both independently and in a cross-functional team.

Qualifications

• Excellent verbal and written communication skills.
• Deep understanding of residential wireless networks and troubleshooting.
• Customer service disposition and problem-solving ability.
• Ability to work independently and in a cross-functional team.

Responsibilities

• Provide technical and network problem solving resolutions to end-users (customers).
• Diagnose end-user issues and guide through step-by-step solutions.
• Serve as primary contact for escalated technical customer issues.
• Diagnose and resolve fixed wireless connectivity issues (Cambium PMP/ePMP, Ubiquiti airMAX 5AC).
• Understand, troubleshoot, and repair residential wireless network issues and VoIP connectivity problems.
• Follow standard processes and escal ate priority issues per client specifications.
• Redirect problems to appropriate resources and provide excellent customer service.
• Manage communications via phone, email, text, and social sites.

Skills

Verbal communication

Written communication

Wireless network troubleshooting

Customer service

Independent work

Cross-functional teamwork

Attention to detail

Color vision

Education

High school diploma or equivalent

Tools

MS Office (Word, Excel, Outlook)

Job description

Gateway Fiber is hiring a Technical Service Representative (TSR) to support growth by assisting customers with wireless network issues and VoIP connectivity. You will diagnose problems, guide users through solutions, and act as the main point of contact for escalated cases.

The role requires excellent communication skills, deep knowledge of residential wireless networks, and the ability to work both independently and in a cross-functional team.