Demo

Representative, Technical Support

Ezee Fiber
Chicago, IL Full Time
POSTED ON 3/23/2025
AVAILABLE BEFORE 4/21/2025

Are you passionate about technology and customer service? Ezee Fiber is on the lookout for a dynamic Technical Support Representative (TSR) to lead our team of dedicated, customer-focused professionals. As the first point of contact for our valued customers, you'll deliver exceptional support with your technical expertise and unwavering commitment to outstanding customer service.

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About Ezee Fiber

At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.

Key Responsibilities :

  • Master Telecommunications : Dive deep into telecommunications, infrastructure, and backbone technologies.
  • Troubleshoot Like a Pro : Analyze and resolve customer issues with precision and efficiency.
  • Flex Your Schedule : Adapt to company demands with a flexible schedule, including evenings, third shifts, and weekends.
  • Deliver Exceptional Service : Provide top-notch customer service experiences and assist customers with their technical questions.
  • Document Everything : Accurately record all customer interactions, troubleshooting steps, and resolutions in our CRM.
  • Train and Support : Help train new team members on technical procedures and customer service best practices.
  • Escalate When Needed : Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams.
  • Stay Informed : Keep up-to-date with new service offerings, technology updates, and best practices to deliver informed support.
  • Drive Improvement : Contribute feedback to enhance processes and the customer experience and share ideas for optimizing support workflows.
  • Take on New Challenges : Perform other duties as required.

Experience and Qualifications :

  • Technical Expertise : Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
  • Bilingual Skills : Fluency in multiple languages is a must.
  • Communication Pro : Excellent communication and interpersonal skills.
  • Analytical Mind : Ability to leverage data for decision-making.
  • Tech-Savvy : Proficiency in using software and Microsoft Office Suite.
  • Adaptable : Thrive in a fast-paced and ever-changing environment.
  • Independent Worker : Ability to work independently with minimal supervision.
  • Multitasker : Excellent multitasking, prioritization, and time management abilities.
  • Detail-Oriented : Strong attention to detail and organizational skills.
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