TECHNICAL CUSTOMER SUPPORT-BC

VTX COMMUNICATIONS LLC•Fredericksburg, TX

20h•Onsite

About The Position

As a Technical Customer Support Representative, you become the embodiment of our commitment to our customers by helping customers maintain, troubleshoot, and restore their service. This role involves interacting with existing customers via email, phone, or walk-in, determining their needs, and assisting them with their inquiries, interests, and/or questions. You will also run diagnostics and tests for customers experiencing service issues, analyze processes and technologies for potential improvements, and educate customers on plans, usage capabilities, and how our service works.

Requirements

Basic troubleshooting techniques for PC’s and Mac’s.
Able to provide excellent customer service and familiar with de-escalation techniques for upset customers.
High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.
Strong phone service and customer-friendly communication
Patience, de-escalation skills, and clear problem-solving
IT support basics: hardware/software, Wi-Fi, TCP/IP fundamentals
Networking knowledge required: routing, IP addressing, DNS, DHCP
Full-time schedule availability
Basic command-line tools (ping, tracert, ipconfig/ifconfig)

Nice To Haves

Experience using help desk tools/ticketing systems a plus
Occasional evenings/weekends as needed
ISP or wireless broadband support experience
Familiarity with common home gateways/routers

Responsibilities

Interact with existing customers via email, phone or walk-in, determine their needs and assist them with their inquiries, interests, and/or questions.
Run diagnostics and tests as needed for customers who present service issues.
Analyze processes and technologies to identify areas of potential improvement.
Educate customers on plans and usage capabilities as well as provide information on how our service works.