Technical Support Representative - Tier 2

A Tier 2 Tech Support Representative will work alone and as part of a team to answer customer calls, and manage responses to customer tickets with the sole goal of providing a solution to problems and issues. Tier 2 technical support is responsible for maintaining our companies' reputation by providing excellent customer service, technical support, and implementing actual solutions to technical problems and customer issues., * Answer customer calls quickly and efficiently while maintaining quality and solution implementation

• Solve problems quickly by using the problem-solving process, process of elimination, and general knowledge of how the internet works
• Remain calm at all times, smile, and share joy through having a positive attitude
• Respond quickly to customer tickets and use email and phone communication to gather information, record details, and implement solutions
• Communicate with customers while getting a direct understanding of what the actual root problem is, determine the possible cause(s), and implement solutions
• Communicate and work as part of a team, sharing information, learning from each other, and maintaining the common goal of solving customer problems quickly and efficiently
• Work with Tier 3 teams and Network Operations to communicate and escalate networking and outage issues quickly
• Self-manage a steady workflow effectively and efficiently

Do you have experience in Wireless networking?, Do you have a High school diploma or GED?, * Great communication with others both verbal and non-verbal

• Ability to both work well in a team and alone to solve problems and gain and share knowledge
• Proficient with networking and wireless technologies
• Good note taking and documentation skills
• Good active listening skills
• excellent problem- solving capabilities
• Logical and critical thinking
• Ability to handle stressful situations and tense discussions
• Ability to control emotions during stressful situations maintain calm
• Fluently speak English
• Positive attitude
• Self-motivated, * High School Diploma or GED
• Understanding of internet networking, wireless technologies, and routing
• Associates Degree in Network Administration preferred, * High school or equivalent (Required)

Experience:

• Technical support: 1 year (Preferred)

Language:

• English (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, WATCH Communications is actively recruiting to fill 2 open positions on our Tier 2 Technical Support team. One opening for each of the following shifts:
• Tier 2 Tech - Saturday-Wednesday | 8am-5pm
• Tier 2 Tech - Sunday-Thursday | 11am-8pm, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance