Customer/Technical Support Associate

Honest Networks

16h • $21 - $27

About The Position

Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion for helping our internet subscribers receive a fast, stable and secure internet connection and troubleshoot LAN issues with a friendly and professional demeanor.

Requirements

• Must be bilingual in Spanish or Mandarin
• Must be able to work EST work hours
• Outstanding customer service: friendly demeanor, sincere empathy for customer issues & frustrations, highly responsive to support tickets/issues
• Comfortable working in multiple communication channels simultaneously: email, text, phone calls, live chat
• 1+ years in technical support, help desk or other IT-related, customer-facing role
• Comfortable working in a command line interface (CLI)
• Ability to work outside of normal business hours
• Comfortable working remotely through on-site technicians to resolve customer issues

Nice To Haves

• Strong preference for experience as an installation technician or other field experience
• Bonus: CompTIA Network+ or equivalent certification

Responsibilities

• Handling incoming customer communications via phone, text, web chat, and email. Everything from answering questions from prospective customers who are interested in our service to billing to more advanced technical troubleshooting.
• Setting up and troubleshooting a variety of WAN/LAN/Cloud network technologies and infrastructure devices (i.e. routers, switches, firewalls, VPNs, access points/extenders, etc).
• Remote troubleshooting and resolution of support tickets.
• Leveraging enterprise IT & networking programs: e.g. Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud.
• Creating and maintaining internal documentation for training and reference.
• Working closely with Honest engineers, field technicians, and customer support personnel.
• Working shifts that may include evenings or weekends.

Benefits

• Competitive salary with an estimated range of $21-27/hr based on capabilities and track record
• 401k after 3 months of employment
• Flexible schedule
• 2 weeks paid time-off and 7 days paid sick leave
• Medical, vision, and dental benefits
• Collaborative environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed