Level 1 Technical Support

unWired is searching for an attentive Level 1 Technician to join our Technical Support team. Reporting to the Level 1 Supervisor, this position is responsible for supporting our growing customer base, providing first point of contact support via phone, chat, and email. This includes diagnosing, troubleshooting, and resolving technical issues, equipment inquiries, and providing technical assistance, support and guidance to customers.

Essential Duties:

• Provide client support and technical issue resolution remotely via phone and email
• Configure client’s equipment (Routers, Mac/Win PC’s, NVR’s, etc.) to connect to the Internet.
• Provide training to clients in the use of system and applications as related to Internet.
• Identify and correct or advise, on operational issues in client computer systems.
• Create new cases and document customer’s technical issues using company provided system, and update cases with progress of achieving the resolution.
• Assist other departments by answering technical questions originating from customers or other departments within unWired.
• Demonstrate a personal commitment to the Company values; promote an environment that appreciates diversity and treats all people with respect, prohibiting discrimination and harassment of any kind.
• Ensure a safe, healthy work environment by following all safety, health and environmental policies, procedures and regulations per the Company’s IIPP, job safe practices and other related programs.

Do you have experience in Technical support?, Do you have a High school diploma or GED?, * One year of computer networking or other technical training, education or experience preferred.

• Working knowledge of wi-fi/radio equipment, home router set ups, and setup of generic networking devices like smart devices, IoT devices preferred.
• Obtain general understanding of OS and application operations related to company offered services.
• Excellent interpersonal, communication (written and verbal) and collaborative skills to work effectively with the team throughout the organization.
• Ability to interpret and apply complex technical information.
• Problem Solving: identifies and resolves problems timely; gathers and analyzes information effectively; develops alternative solutions; uses reason when dealing with emotional topics.
• Communication Skills: speaks and writes clearly and persuasively in positive and negative situations; responds well to questions, presents effectively in group meetings or settings, ability to read and interpret written information.
• Interpersonal Skills: focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; open to others’ ideas.
• Demonstrated attention to detail.
• Fluency in Spanish helpful but not required.
• High School Diploma or related experience., * Customer service: 1 year (Required)
• Technical support: 1 year (Required)

Ability to Commute:

• Fresno, CA 93711 (Required)

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Employee discount, * 120-Day Performance Review
• Remote Work Opportunity: available after 9 months and when specified criteria are met
• Medical, Dental and Vision Insurance with company subsidies
• Company paid Life Insurance and AD&D
• Long Term Disability Insurance
• Flexible Spending Accounts
• 401K with generous company contributions, including discretionary Profit-Sharing contributions
• Holiday, Vacation and Sick paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance