Technical Support Representative
Technical Support Representative
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Job Description
Job Details
Description
Tier 1 Technical Support Representative
Company Overview
Tachus Fiber Internet Tachus is seeking an outstanding individual to fill the role of Tier 1 Technical Support Representative. Tachus is a fiber broadband internet provider delivering service to the Greater Houston area since 2018. Tachus is dedicated to enhancing the lives of its customers through bestinclass access to fast reliable digital services and unmatched customer service. This approach has resulted in Tachus industry leading Net Promoter Score from its rapidly growing customer base of over 46000 households. The candidate will be joining a team that brings decades of IT infrastructure and technology experience with a proven track record of building and growing highly successful businesses.
The Tier 1 Technical Support Representative responsibilities will include providing highquality technical assistance support and excellent customer service in a bustling call center environment. The job requires a strong foundation in technical knowledge and a genuine interest in technical concerns. You must possess the necessary skills and passion to tackle the intricacies of the role effectively. Strong teamwork skills are crucial for successful collaboration across the organization to address customer inquiries and further Tachus objectives. In addition to serving as the first point of contact for technical requests received via various channels you may also assist other internal teams such as senior NOC Agents Field Service Techs Customer Service Sales or Marketing as needed. This position offers a unique opportunity to combine care agent and tech support roles presenting a rewarding entrylevel opportunity in technology.
Roles and Responsibilities
- Serve as the first point of contact for incoming customer communications who are experiencing a network or hardware challenge
- Diagnose and troubleshoot network or hardware issues as part of customer triage
- Efficiently resolve customer issues while managing potential customer escalations through critical thinking and multitasking
- Redirect nontechnical support calls to the appropriate channels
- Document all client interactions in the ticketing system
- Contribute to the knowledge base regarding any known or ongoing failures or problems being experienced in customers homes
- Embrace opportunities to identify customer needs and recommend relevant service upgrades such as enhanced packages and WiFi solutions
- Perform additional administrative tasks as required in a timely fashion
Qualifications
Knowledge and Experience
- High school diploma/GED required
- Proven troubleshooting problemsolving and verbal communication skills
- Basic networklevel technical support experience including diagnosing and troubleshooting WAN and LAN connectivity modems and optical network terminals routers switches firewalls and security issues
- Familiarity with ticketing systems and prior experience in an ITrelated technical support position (preferred)
- Exceptional customer service skills
- Ability to thrive in a fastpaced environment
Working Conditions
- Fulltime position 40 hours per week
- Starting pay at $19.80 per hour
- Fixed schedule promoting a balanced worklife
- Free home Tachus Fiber Internet (where available)
- Benefits package includes medical dental vision life disability and paid time off
- Starting at 10 days paid time off per year
Join a market distruptor and enjoy competitive compensation and comprehensive benefits including medical dental vision 401k disability critical illness accident benefits and paidtimeoff in a fun flexible work environment.
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or status as a qualified individual with a disability or Vietnam era or other protected veteran. Starting Pay is based on experience. This is an inperson fulltime position located in The Woodlands Texas. Relocation will not be provided.Must be authorized to work in the United States and pass a background and drug screen.
Required Experience:
Unclear Seniority
Employment Type
Unclear
