Tech Support Technician

Position: Tech Support Technician

About Core Fiber Partners

Core Fiber is a network of local internet service providers working together to achieve economies of scale around building more fiber, and changing the landscape of broadband in rural America.

Our mission is, “We work to close the digital divide by building the next generation internet into smaller communities so that they can rely on the same technology and economic benefit as those from metropolitan areas”.

Now we are investing millions in fiber networks in rural America, and continue to partner with towns and cities to change what smaller communities expect from their Internet service provider.

Job Description

Core Fiber is seeking a skilled and customer-focused Tech Support Technician to join our Tech Support Manager team within the Network Operations department. As a Tech Support Technician, you will play a vital role in providing technical assistance and troubleshooting to our customers. This position offers an exciting opportunity to contribute to the expansion of our fiber internet services in underserved areas of the Pacific Northwest and ensure a positive customer experience.

The role includes:

• Provide technical support to customers via phone, email, or chat, assisting them with inquiries, troubleshooting network issues, and resolving problems.
• Follow established procedures for diagnosing and resolving technical issues, escalating complex cases to higher-level support when necessary.
• Document customer interactions, including details of inquiries, issues, and resolutions, in a comprehensive and accurate manner.
• Collaborate with cross-functional teams, including Network Operations and Engineering, to resolve complex network-related problems.
• Continuously expand technical knowledge and expertise in networking, fiber optic technology, and Core Fiber's products and services.
• Stay updated with industry trends and advancements to provide innovative solutions and improvements to the technical support process.
• Ensure high-quality customer service by maintaining a professional and empathetic approach in all customer interactions.
• Strive to meet or exceed customer support metrics, such as response time, resolution time, and customer satisfaction scores.
• Identify opportunities for process improvement and share feedback with the Tech Support Manager to enhance the efficiency and effectiveness of the support team.
• Contribute to the development and maintenance of a comprehensive knowledge base and support documentation for reference by the support team and customers.

Knowledge, Skills & Abilities

• High school diploma or equivalent. Relevant certifications (e.g., CompTIA A , Network , etc.) are a plus.
• Proven experience in a technical support role, preferably in the telecommunications or IT industry.
• Strong knowledge of networking concepts and technologies, including TCP/IP, routers, switches, and Wi-Fi.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues effectively.
• Solid communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical customers.
• Strong customer service orientation, with a focus on delivering exceptional support experiences.
• Ability to work independently and as part of a team, managing multiple priorities and tasks simultaneously.
• Familiarity with ticketing systems and customer support software.
• Familiarity with fiber to the home (FTTH) networks and related troubleshooting is a plus.
• Familiarity with fixed wireless networks and related troubleshooting is a plus.

Job Type: Full-time

Pay: $17.50 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift

Ability to Relocate:

• Omak, WA: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $21