Technical Support Representative

Douglas Fast Net • Roseburg, OR

10d • Remote

About The Position

This position provides front-line technical and customer support for Douglas Fast Net’s products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner, and escalating complex issues according to established procedures. DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a Technical Support Representative to join our team.

Requirements

• High school diploma and two years of technical support or equivalent work experience.
• Excellent attendance and punctuality.
• Customer service oriented.
• Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution.
• Strong interpersonal skills to build rapport with prospective and existing customers.
• Strong problem solving, diagnostic and technical troubleshooting skills.
• Ability to master new software and applications specific to the industry and position.
• Positive attitude and strong work ethic as this is a high productivity position with a large degree of autonomy.
• Self-motivated, ability to work independently and in a team.
• Ability to communicate effectively, both orally and in writing.
• Able to meet physical demands with reasonable accommodations if necessary.
• Full-time residency in the state of Oregon.

Responsibilities

• Provide resolution of entry level support issues spanning all of DFN’s products and services.
• Monitor customer tickets and respond in a timely manner.
• Document and escalate tickets per DFN support procedures.
• Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
• Manage multiple tasks/priorities simultaneously.
• Assist in day-to-day order entry and processing.
• Assist Broadband Technicians in turn-up and troubleshooting.
• Clean and reset returned equipment for redeployment.

Benefits

• 200% 401(k) match capping at 9%
• 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options.
• Free 1 Gig high speed fiber internet service if you live within our service territory.
• PTO package
• 10 paid holidays including two days off for your birthday.

What This Job Offers

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