Tier 2 Technical Support

Viaero Wireless; Fort Morgan (CO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Vision

Dental

401(k) match

Tuition reimbursement

Paid vacation

Paid sick leave

Holiday pay

Life insurance

Short-term disability

Freephone/service

Job summary

Viaero Wireless in Fort Morgan, CO is seeking a Tier 2 Technical Support Advisor to resolve technical device and network issues for customers on a 1-call resolution basis.

The role requires strong communication, ability to multitask, and a solid tech understanding. On-call and weekend shifts rotate; company offers competitive pay and comprehensive benefits.

Qualifications

• High School diploma or equivalent is required.
• Associate Degree preferred.
• Bilingual (Spanish/English) is a plus.
• Tech savvy and have an aptitude for understanding technology.
• Energetic, able to work under pressure in dynamic, fast-moving environment.
• Outstanding verbal and written communication skills.
• Detail oriented.
• Ability to multitask and strong troubleshooting skills.
• Ability to learn network and technical features of products to improve efficiency.
• Experience with Windows-based computers and general office software.

Responsibilities

• Provide strong customer service to internal and external customers.
• Handle a large volume of inbound calls for technical issues about Viaero's wireless products and services.
• Communicate professionally with courtesy and patience.
• Support customers for text, multimedia messaging and internet equipment and services.
• Troubleshoot network complaints and provisioning errors using tools and resources.
• Document problems with high accuracy in a trouble ticket system.
• Meet quality assurance standards for consistent performance.
• Maintain consistent and punctual attendance; work a variable schedule and overtime when needed.
• Provide input on new products to improve resolution efficiency.
• Assist and mentor new team members.
• Perform additional duties as required.

Skills

Customer service

Communication

Bilingual (Spanish/English)

Troubleshooting

Multitasking

Detail oriented

Learn network features

Windows OS

Office software

Education

High School diploma or equivalent

Associate Degree preferred

Tools

Windows OS

Office software

Job description

Are you passionate about technology, whether it be gaming, building computers or just helping friends/family with the most recent phones? Then you will fit right in at Viaero as a Tier 2 Technical Support Advisor.

We train our Tier 2 Technical Support Specialists to work onsite at our Call Center and be our in-house experts when it comes to resolving technical device and network issues for our customers. They strive to provide one-call resolution. Tier 2 Advisors will work closely with Customer Service, Network Operations and Field Operations to provide technical support and assistance to our customers. Because of the nature of this position, candidates must possess outstanding work skills including, but not limited to, excellent verbal and written communication skills, ability to multitask and work under pressure, strong understanding of technology, and most importantly a commitment to the customer for a fast resolution.

On-call and weekend shifts are done by rotation.

Responsibilities and Duties:

• Provide strong customer service to internal and external customers
• Handle a large volume of inbound calls from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
• Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience
• Provide support to internal and external customers for text, multimedia messaging and internet equipment and services
• Utilize tools and resources to troubleshoot network complaints and provisioning errors
• Document problems with high degree of accuracy utilizing a trouble ticket system
• Achieve quality assurance standards for consistent performance
• Demonstrate consistent and punctual attendance. Must be able to work a variable schedule and overtime when necessary
• Provide input on the implementation of new products to improve the efficiency of resolution of network issues
• Assist and provide guidance to new team members
• Additional duties as required.

Qualifications:

• High School diploma or equivalent is required
• Associate Degree preferred
• Bilingual (Spanish/English) is a plus
• Tech savvy and have an aptitude for understanding technology
• Energetic, able to work under pressure in dynamic, fast-moving environment
• Outstanding verbal and written communicationskills
• Detail oriented
• The ability to multitask and strong troubleshooting skills
• The ability to learn about our network and technical features of our products to improve efficiency
• Experience working with Windows-based computers, including general office software

What we offer:

• Competitive pay
• Growth opportunities
• Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, freephone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave, and holiday pay.