Technical Support Representative

Surf Air Wireless; United States; Remote; USD 33,000 - 37,000; Full time

Job summary

Surf Air Wireless is seeking a Technical Support Representative to assist customers via phone and live chat, identifying symptoms and root causes of internet issues, and configuring Surf’s managed routers. Schedule technician visits when needed and report to the Technical Support Manager.

You will work in a non-exempt, full-time role with day shifts. Strong troubleshooting skills, customer service mindset, and networking knowledge are required; weekend work may be needed.

Qualifications

• High School Education or equivalent required.
• Familiarity with basic networking, RF technology, and Windows/Mac/iOS/Android.
• Ability to read monitoring reports and perform basic data analysis to aid troubleshooting.
• Willingness to work weekends and handle stressful situations.

Responsibilities

• Educate customers about Surf services in simple, easy-to-understand language.
• Interact with customers in a friendly, professional and patient manner.
• Provide technical support for fixed wireless, fiber, and managed Wi‑Fi services.
• Schedule service calls to resolve customer issues.
• Document all customer interactions in the ticketing system.
• Respond promptly to support requests via phone or live chat.
• Escalate infrastructure issues to the network operations team.

Skills

Basic networking

RF technology basics

Troubleshooting

Customer service

Phone support

Multitasking

Education

High School Diploma

Job description

Remote

Overview

Salary Range$16.00 - $18.00 Hourly

Position Type Full Time

Job Shift Day

Education Level High School

Travel Percentage Negligible

CategoryTelecommunications

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 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.