Technical Support Technician

RFNOW Inc.•Virden, MB

8d•CA$21 - CA$24

About The Position

We are seeking a skilled and customer-oriented Technical Support Technician to join our ISP team. In this role, you will be responsible for providing expert technical assistance to our internet subscribers, ensuring they receive high-quality support for their connectivity issues. Join our team and play a crucial role in keeping our customers connected and satisfied with their internet service. Apply now to become an essential part of our technical support team!

Requirements

Proven experience in technical support, preferably in an ISP or telecommunications environment
Strong knowledge of internet protocols, networking concepts, and troubleshooting methodologies
Familiarity with various operating systems (Windows, macOS, Linux) and mobile platforms
Experience with remote desktop applications and help desk software
Excellent problem-solving and analytical skills
Outstanding verbal and written communication abilities
Patient and empathetic approach to customer service
Ability to explain complex technical concepts in simple terms
Flexibility to work in shifts, including evenings, weekends, and holidays

Nice To Haves

Associate’s degree in information technology, Computer Science, or related field; Bachelor's degree preferred
Relevant technical certifications (e.g., CompTIA Network+, CCNA)
Knowledge of VOIP and IPTV technologies
Experience with fiber optic internet technologies

Responsibilities

Respond to customer inquiries via phone, email, and chat regarding internet connectivity problems
Diagnose and troubleshoot a wide range of technical issues related to internet service, including network configuration, modem/router setup, IPTV, VOIP and Wi-Fi connectivity
Guide customers through step-by-step solutions to resolve their internet-related problems
Configure and troubleshoot email clients and assist with email-related issues
Perform remote diagnostics and repairs on customer equipment when possible
Escalate complex technical issues to appropriate internal teams
Maintain accurate records of customer interactions and technical solutions in our ticketing system and billing systems.
Ensure that every customer interaction positively represents RFNOW and aligns with the company's vision and values. Respond to customer’s inquiries in a timely manner.
Stay up to date with the latest internet technologies and ISP services with ongoing training.
Provide information about ISP products and services to customers.