Description

Are you someone who finds joy in exploring the inner workings of computers, streaming devices, game consoles, and mobile devices? Is your natural curiosity piqued by all things technical? If so, we have an exciting opportunity tailored just for you. Whether you possess prior experience or are eager to embark on a journey into the realm of IT, we are seeking passionate individuals with a knack for creative problem-solving and a genuine fascination with technology to join our dynamic 24/7 Technical Support team.

At our company, we are dedicated to equipping you with the necessary tools for success and fostering your growth within our organization. Your journey with us begins with comprehensive paid training, designed to impart a deep understanding of our fiber networks and internet-related concepts.

As a Technical Support Representative, you will thrive in a bustling 24/7 call center environment, catering to the needs of subscribers to some of the world's most advanced fiber-to-the-home networks. This role entails receiving incoming calls, chats, and emails from customers, to which you will respond with astute analysis, proficient troubleshooting, and effective resolution of technical issues. Throughout these interactions, you will also uphold the cornerstone of our expanding company – exceptional customer service. The gratification of employing your expertise to assist people will be coupled with the pleasure of operating within a positive and supportive office atmosphere.

Key Highlights of the Role:

• Unlock Your Potential: Whether you're seasoned or new to the field, your potential will be nurtured and expanded through ongoing learning opportunities and skill-building exercises.
• Delve into Cutting-Edge Networks: Join the forefront of fiber-to-the-home networks, engaging with intricate systems that power the digital experiences of countless individuals.
• Elevate Customer Experience: Deliver superior customer service, not only addressing technical inquiries but also leaving a lasting impression of excellence and care.
• Collaborative Environment: Thrive within a collaborative office setup, where mutual support and encouragement drive your success.
• Empowerment: As a Technical Support Representative, you'll be empowered to shape positive outcomes and provide effective solutions, making a tangible impact every day.

If you possess an innate passion for technology, a desire to learn and grow, and a genuine zeal for assisting others, we invite you to become an integral part of our team. Apply now and embark on a fulfilling journey where your technical expertise aligns seamlessly with your enthusiasm for helping people.

Requirements

Responsibilities and Essential Job Functions:

• Client Support: Provide daily support to Conexon clients through various communication channels, including phone, email, and chat, addressing technical inquiries and concerns promptly and effectively.
• Clear Communication: Communicate clearly with end users, colleagues, and management to ensure quick issue resolution and maintain high levels of customer satisfaction.
• Cross-Functional Coordination: Collaborate and coordinate with different departments to resolve customer issues, with the ability to discern the next steps or final resolution for cases received.
• Swift Troubleshooting: Rapidly identify problems, devise solutions, and implement step-by-step troubleshooting protocols to address technical challenges.
• Goal-Oriented Collaboration: Engage with technical staff and clients to establish objectives and goals for system enhancements and upgrades, contributing to the overall improvement of services.
• Dynamic Adaptation: Embrace the dynamic nature of a 24/7 call center environment, adjusting effectively to cater to the needs of subscribers across varying time zones.
• Comprehensive Responsibility: Undertake additional duties as assigned, playing a pivotal role in fulfilling the overarching objectives of the position.

Job Skills and Qualifications:

Required

• High school diploma or equivalent required
• Excellent customer service and problem-solving skills
• Detail oriented individual
• Strong communication skills and ability to remain calm and professional in all circumstances
• Ability to multitask between systems and adapt to change
• Must be able to work independently and with a team
• Analytical thinker with technical aptitude

Preferred

• Associate Degree or higher
• Telecom industry experience a plus
• Previous customer service/or technical support experience

Physical Requirements:

Normal office conditions, some irregular hours may be required. Majority of time spent on the computer and phone.

Currently hiring for: full-time and part-time with different shift times available

Normal office conditions, some irregular hours may be required. Majority of time spent on the computer and phone. 

• Pay Differential for Nights and Weekends: Recognizing the importance of around-the-clock support, we offer a pay differential for those who excel in our 24/7 call center environment, catering to clients' needs during evenings and weekends.
• Bilingual Support Incentive: For those with proficient Spanish language skills in reading, writing, and speaking, we provide additional compensation to acknowledge the value of offering support in multiple languages.