Johnson Service Group has an immediate opening for a Technical Customer Service Representative, The successful candidate provides high level support for our customers. They are skilled at handling escalated customer tickets and technically savvy troubleshooting and resolving wireless network infrastructure issues.
This can be on-site in Santa Clara, CA or Remote in Silicon Valley California
Support is a key differentiator for our client. Technical Customer Support Representative is responsible for overall customer experience with our internet products and understands how critical it is when a customer’s internet is down and the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering and Marketing. The person in the role will thrive with strong technical aptitude, having a sense of urgency, and ability to multi-task.
Our ideal Technical Customer Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. They work well in a virtual team environment, is capable of handling multiple tasks at once, and adapts well to change and high-pressure deadlines. They must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills. Responsibilities and Duties
Monitor the network for “hotspots” (volume of tickets from a particular area).
Compile data from customers/systems logs to locate the issue.
Watch ticket queue for related issues/events.
Escalate more significant network infrastructure issues and provide data to the engineering team.
Monitor UPS (Power outages) to ensure proactive resolution.
Assist Field Support Services (FSS) with issues that arise during installations and service calls.
Look more in-depth with customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion).
Work closely with the engineering team and customer support to troubleshoot issues.
Engage operations and schedule truck rolls/field visits when deemed necessary (CPE).
Knowledge:
Technical Troubleshooting skills
Problem-solving skills
Resourceful
Good knowledge of radios/frequencies/routers and network switches.
A good understanding of IP addresses and packet routing.
Excellent understanding/use of networking tools:
ping
MTR
Traceroutes
nmap
DNS
DHCP/Static
Speed test servers
Qualifications
Minimum 2 years of technical customer support
Strong technical aptitude
Billing experience
Bilingual (Spanish and English) desired but not required
Effective customer communication skills
Demonstrated ability to quickly establish customer rapport
Strong ability to multi-task and thrive in a fast-paced environment
Excellent interpersonal skills and ability to work effectively with cross-functional teams
Self-motivated and takes initiative with little direction
Familiarity with various tools like Slack, Zendesk, Hubspot, Zuper, etc
Knowledgeable about WISP
Eligibility to work in the United States
Rate $26 - $28/Hr.
#D800
** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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