Technical Support Representative

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

Overview: The Technical Support Representative is responsible for assisting customers via phone and live chat by identifying the primary symptoms and root causes of the customer’s internet issue as well as programming and troubleshooting Surf’s managed routers. They are also responsible for scheduling service appointments when a technician visit is required.Reports to: Technical Support ManagerJob Status: Non-ExemptResponsibilities:Educate customers about our services and how they function using simple, easy to understand language.Interact with customers in a friendly, professional and patient manner.Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.Fixed wireless and fiber internet connectionsWhole-home managed WifiPhone servicesTV servicesSchedule service call appointments as needed to resolve customer issues with the services listed above.Document all customer interactions thoroughly using our ticketing system.Respond in a timely manner to technical support requests using the phone and live chat support methods.Escalate suspected infrastructure issues to the network operations team.Qualifications:High School Education or equivalent requiredFamiliarity with basic networking includingStatic IP reservationsBasic router function and configurationPublic and private IP assignmentsPhysical ethernet and fiber connectionsAbility to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.Familiarity with basics of RF technology includingLocal Wifi broadcastingInterference mitigationChannel bandwidth and RF frequenciesRF behaviorFamiliarity with internet speed, latency, and jitter.Ability to work weekends requiredAbility to work well with people under stressAble to be on the phone for long periods of timeAbility to follow basic troubleshooting processes consistentlyAbility to juggle several projects or items at one timeFlexible schedule preferredFamiliarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systemsAbility to generate and read error logs and reports.