Technical Support Representative I (In-Office Call Center)
About The Position
Socket Fiber is seeking a Technical Support Representative I to provide technical assistance to customers and help ensure seamless service operation. This is a full-time, in-office call center position in Columbia, Missouri. The representative will troubleshoot and resolve customer issues, assist with new user set-ups, and help maintain the technical knowledge base. The role also involves interacting with other support tiers, supervisors, and departments to resolve issues in a timely manner, and occasionally backing up the inbound Customer Service phone queue. Salary and benefits are commensurate with experience. The role is not eligible for visa sponsorship or relocation.
Requirements
- Proficiency with computers.
- Excellent written and verbal communication skills.
- Telephone handling skills.
- Data entry skills.
- Ability to multitask.
Nice To Haves
- Friendly demeanor.
- Ability to prioritize tasks.
- Teamwork.
- Previous technical support experience.
- Customer service experience.
- Ability to stay calm during stressful situations.
Responsibilities
- Answer technical queries from current customers.
- Receive training on new technologies or products.
- Document and update known problems and solutions, notifying Tier II or above when applicable.
- Interact with all support tiers, supervisors, and other departments to ensure customer issues are resolved in a timely manner.
- Act as a backup to the Customer Service inbound phone queue as needed.
- Support new user set-ups and help improve the technical knowledge base.
Benefits
- Competitive pay with bonus potential or performance-based commission.
- Medical, dental, vision, and life insurance.
- 401(k) with employer match.
- Free coaching and counseling for employees and families.
- Free fiber service if available in the employee’s area.
- Tuition reimbursement for personal and professional growth.
- Community engagement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
