Technical Support Technician

GoNetspeed; Bangor (ME); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance

Job summary

GoNetspeed in Bangor, ME seeks a Technical Support Technician to assist residential and business customers with Internet, Phone, and TV services. You will troubleshoot hardware and service issues, document analyses, and manage tickets to ensure first-call resolution.

The role emphasizes fast, professional service delivery, remote diagnosis when possible, and a customer-first approach in a fast-paced environment.

Qualifications

• High School Diploma or GED required.
• A+ Certification is Preferred.
• Inbound Call Center and Troubleshooting experience preferred.
• Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred.
• Must have strong self‑motivational skills as well as administration, coordination and prioritization abilities.

Responsibilities

• Respond to live customer inquiries via phone and email.
• Determine scope of customer issues professionally.
• Resolve customer issues timely and effectively.
• Document all customer interactions in the system.
• Provide troubleshooting on customer equipment and set up routers.
• Keep voice service troubleshooting and password resets up to date.
• Represent GoNetspeed professionally and ethically.

Skills

Customer service

Troubleshooting

Communication

Prioritization

Self-motivated

Education

High School Diploma or GED

A+ Certification

Tools

Excel

Word

Access

Visio

WAN/LAN technology

Job description

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Technical Support Technician will support residential and business customers with their Internet, Phone, and TV service, via troubleshooting. This position requires knowledge of telecommunications and technology. This person will respond to technical support requests and perform initial problem identification and analysis of customer equipment (ONTs and routers). They will also capture detailed problem analysis and resolution plans in the customer billing system. This is a fast-paced environment, and all interactions should be responded to in an efficient and effective manner.

What you will be doing:

• Respond to live customer inquiries via phone and email
• Determine the scope of customer issues in an effective and professional manner
• Effectively resolve customer issues timely
• Properly document all customer interactions
• Represent GoNetspeed professionally and ethically
• Maintain a high level of customer satisfaction with focus on first call resolution and remote diagnosis
• Work incoming trouble tickets received, providing outbound customer communication, as necessary
• Provide troubleshooting on customer equipment while rebuilding and provisioning
• Complete router troubleshooting and setups
• Provide voice service troubleshooting and reset voicemail passwords

What You Need For This Position:

• High School Diploma or GED required
• A+ Certification is Preferred
• Inbound Call Center and Troubleshooting experience preferred
• Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred
• Must have strong self‑motivational skills as well as possess administration, coordination and prioritization abilities.
• Skill in operating various office equipment such as personal computer and telephone systems.
• Previous inbound call center experience, preferred.
• Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.

$18 - $18 an hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.