Technical Support 1 - Remote - CA Only

Race Communications • Lancaster, CA

2d • $20 - $23 • Remote

About The Position

Technical Support Representative 1 is an entry-level role responsible for providing prompt, professional, and efficient technical support to our customers. This position serves as the first point of contact for troubleshooting issues related to internet and phone services, ensuring a positive customer experience while resolving technical concerns.

Requirements

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED or equivalent combination of education and experience is required
• Minimum of one year customer support experience and/or equivalent work environment is required
• Ability to type a minimum of 40 words per minute with accuracy
• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Nice To Haves

• Familiarity with CRM systems and practices preferred
• Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi) preferred
• Familiarity with troubleshooting tools and remote diagnostics preferred
• Proficiency with customer management software (CRM systems) preferred
• Proficiency in Spanish Language desirable

Responsibilities

• Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
• Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
• Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process
• Accurately log customer interactions, issues, and resolutions in the company’s CRM system
• Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem
• Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations
• Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers
• Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package
• Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently
• Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service
• Educate customers on product features, usage best practices, and self-service tools to enhance their experience
• Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues
• Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution
• Additional duties as required.

Benefits

• 100% Company-Paid Medical and Dental Benefits
• Free Fiber Internet Service
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED