Tier 2 Technical Support Specialist

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

Keep records of all conversations in our call center database in a comprehensible way

Follow up with customers, provide feedback and see problems through to resolution

Utilize excellent customer service skills and exceed customers’ expectations (Customer Centric)

Follow communication “scripts” when handling different topics

Track, route and redirect problems to correct resources

Must have basic networking experience including a good understanding of routers, switches

6 months experience in a customer support role

Basic understanding of ISP technologies (Cable/Fiber/DSL/4G/5G)

Basic understanding of IP addressing including Static and DHCP configuration

Strong customer-facing and communication skills

6 months in troubleshooting basic network

Good computer skills including familiarity with Microsoft office suite

Ability to multitask

A+, CompTiA Network + qualifications a plus

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance