Technical Support Representative

Connext; Town of Ogden (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Connext is seeking a Technical Support Representative in New York to be the first point of contact for customers facing technical or connectivity issues. The role emphasizes delivering excellent service while applying technical know‑how, with a Sunday–Wednesday shift from 9:30 am to 8:00 pm.

You will troubleshoot connectivity, network configuration, and hardware setup, collaborating with field technicians to resolve complex problems, while communicating clearly and empathetically.

Qualifications

• Proven experience in technical support or customer service.
• Strong understanding of networking, internet connectivity, and hardware configurations.
• Excellent communication skills, verbal and written.
• Problem-solving with a proactive approach.
• Ability to work independently and in a team in a fast-paced environment.
• Flexibility to work the specified shift schedule, including evenings and weekends if required.
• High school diploma or equivalent; technical certifications or relevant training are a plus.

Responsibilities

• Respond to customer inquiries via phone, email, or other channels with prompt, professional, and empathetic assistance.
• Diagnose and resolve connectivity, network configuration, and hardware setup issues; collaborate with field technicians or supervisors for complex problems.
• Identify root causes and develop effective solutions to restore service and improve customer satisfaction.

Skills

Technical support

Networking

Customer service

Communication

Troubleshooting

Teamwork

Shift flexibility

Independent work

Education

High school diploma or equivalent

Technical certifications

Tools

Networking hardware

Job description

Description

Technical Support Representative

Join our dynamic team as a Technical Support Representative, where you will be the first point of contact for customers experiencing technical or connectivity issues. This role offers an excellent opportunity to deliver exceptional customer service while applying your technical expertise. The shift schedule is Sunday through Wednesday, from 9:30 am to 8:00 pm, providing a balanced work-life experience.

Key Responsibilities

• Customer Support: Respond to customer inquiries via phone, email, or other communication channels with prompt, professional, and empathetic assistance. Clearly communicate service outages, scheduled maintenance, and other relevant updates to keep customers informed.
• Troubleshooting: Diagnose and resolve connectivity, network configuration, and hardware setup issues efficiently. Collaborate with field technicians or supervisors to allocate complex problems when necessary, ensuring timely resolution.
• Problem‑Solving: Identify root causes of technical issues through systematic analysis and troubleshooting. Develop effective solutions to restore service and improve customer satisfaction.

Skills and Qualifications

• Proven experience in technical support, customer service, or a related field.
• Strong understanding of networking, internet connectivity, and hardware configurations.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Problem‑solving skills with a proactive approach to resolving issues.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Flexibility to work the specified shift schedule, including evenings and weekends if required.
• High school diploma or equivalent; technical certifications or relevant training are a plus.

At Connext, we foster a collaborative and customer‑centric culture that values innovation and continuous growth. We offer opportunities for professional development and a supportive environment where your contributions make a real impact. Join us and be part of a company committed to excellence and customer satisfaction.