Technical Support Representative
About The Position
IsoFusion, Inc. is a rapidly growing IT infrastructure company headquartered in Tukwila, Washington with offices in Tacoma and Seattle, WA including offices in Bloomington and Columbus, IN. IsoFusion offers a complete line of connectivity and IT solutions and operates seven colocation data centers throughout the greater Seattle area. We are looking for customer focused individuals to fill full-time positions in our Technical Support division working for a full-service ISP. Applicants should be flexible, responsible, and can think and operate "outside the box" in a dynamic and fast paced environment. Responsibilities include but are not limited to:
Requirements
- Ability to handle and prioritize multiple contacts and tasks
- Understanding of Windows, OS X, and mobile operating systems.
- Solid understanding of Dialup, Email, Broadband connectivity and VoIP services
- Basic understanding of Fiber Optics, to help support and troubleshoot connectivity.
- Solid knowledge of TCP/IP, domain hosting, and LAN/WAN concepts
- Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication
- Flexibility in shift schedules (starting as early as 5:00 am, ending as late as 8:00 pm as well as holidays, weekends, etc.) Students are welcome.
Nice To Haves
- iOS: 1 year (Preferred)
- Windows: 1 year (Preferred)
- Spanish (Preferred)
- Korean (Preferred)
- Night Shift (Preferred)
- Day Shift (Preferred)
Responsibilities
- Own support issues full-cycle from start to finish
- Answering initial and follow-up customer calls who have service and technical support issues
- Phone call and service ticket queue awareness and ownership
- Providing timely and thorough resolution of all issues raised by customers, as well as documenting all actions
- Ability to troubleshoot connectivity and service issues with customer
- Supporting and troubleshooting Email and broadband connectivity issues, including DSL, SDSL, IDSL, T1, FTTH.
- Supporting and troubleshooting hosted domains, DNS, Registry, VPS, and Business and Residential VoIP services
- Customer billing and invoicing support
- Maintaining consistent quality and performance metrics as set out by management
- Assist with potential new account follow-ups.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
