Technical Support Representative I (In-Office Call Center)
About The Position
Socket Fiber is seeking a Technical Support Representative I to assist customers with technology questions and help ensure seamless service operation. This is a full-time, in-office call center position in Columbia, Missouri. The representative is a primary point of contact for troubleshooting and resolving customer issues, supporting new user setups, and improving the technical knowledge base. The role involves training on new technologies and products and coordinating with other support tiers, supervisors, and departments to resolve issues in a timely manner. The position is not eligible for visa sponsorship or relocation. Salary and benefits are commensurate with experience.
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 setups 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.
- Culture that values results, effort, and integrity.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
