Technical Support Representative

Surf Internet; La Porte (IN); On-site; USD 22,000 - 25,000; Full time

Job summary

Surf Internet in LaPorte, IN seeks a Technical Support Representative to assist customers by phone and live chat, diagnosing issues with Surf’s managed routers and coordinating service calls when needed. The role emphasizes clear communication, friendly service, and accurate documentation of interactions.

Responsibilities include educating customers about services, handling fixed wireless and fiber connections, and reading monitoring data to aid troubleshooting.

Qualifications

• High School Education or equivalent required.
• Familiarity with basic networking including static IP reservations, basic router function and configuration, public and private IP assignments, physical ethernet and fiber connections.
• Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.
• Familiarity with basics of RF technology including local Wifi broadcasting, interference mitigation, channel bandwidth and RF frequencies, RF behavior.
• Familiarity with internet speed, latency and jitter.
• Ability to work weekends required.
• Ability to work well with people under stress.
• Able to be on the phone for long periods of time.
• Ability to follow basic troubleshooting processes consistently.
• Ability to juggle several projects or items at one time.
• Flexible schedule preferred.
• Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems.
• Ability to generate and read error logs and reports.

Responsibilities

• 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 Surf Internet services, including fixed wireless and fiber, whole-home managed Wifi, phone, and TV services.
• Schedule 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 phone and live chat support methods.
• Escalate suspected infrastructure issues to the network operations team.

Skills

Customer service

Basic networking

Problem-solving

Communication skills

Ability to work weekends

Education

High School Education or equivalent

Tools

Ticketing system

Monitoring/read logs

Job description

Job Details

Job Location: LaPorte Office - LaPorte, IN 46350, Position Type: Full Time, Education Level: High School, Salary Range: $16.00 - $18.00 Hourly, Travel Percentage: Negligible, Job Shift: Day, Job Category: Telecommunications, 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 Manager

Job Status: Non-Exempt

Responsibilities

• 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 connections
  • Whole-home managed Wifi
  • Phone services
  • TV services
• Schedule 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 required
• Familiarity with basic networking including
  • Static IP reservations
  • Basic router function and configuration
  • Public and private IP assignments
  • Physical ethernet and fiber connections
• Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.
• Familiarity with basics of RF technology including
  • Local Wifi broadcasting
  • Interference mitigation
  • Channel bandwidth and RF frequencies
  • RF behavior
• Familiarity with internet speed, latency, and jitter.
• Ability to work weekends required
• Ability to work well with people under stress
• Able to be on the phone for long periods of time
• Ability to follow basic troubleshooting processes consistently
• Ability to juggle several projects or items at one time
• Flexible schedule preferred
• Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems
• Ability to generate and read error logs and reports.