Tier 2 Customer Care Technician

Boingo•Frisco, TX

13d

About The Position

Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Tier II Customer Service Agent to join our fast-paced and growing team. We are a cutting-edge technology company and a global leader in enhancing wireless access. Boingo not only develops Wi-Fi networks but also enhances cell service in locations where throughput can be tricky. We also provide service support for the high-speed data broadband to our military customers. If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We offer a long-term opportunity, smart and friendly co-workers and great benefits. While we’re not your old school, rigid company, we do expect commitment, professionalism and a consistent positive attitude in addition to providing a world-class level of customer service. So, if that sounds good, check the details below, and if you see the fit, give us a shout. The role is Monday & Friday from 2:00 pm to 11:00 pm - 16-hours per week

Requirements

Networking Knowledge: Understand networking fundamentals such as routing / switching, NAT, DHCP / IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR).
Tech Savvy: Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles.
Protocol Proficiency: Knowledge of network protocols like DHCP, DNS, and Radius AAA.
Eager Learner: Willingness and ability to quickly learn new technologies.
Customer Service Excellence: Bring a positive attitude and top-notch communication skills.
Tech Savvy: Have a solid understanding of Wi-Fi and wireless networks.
Hands-On Experience: Previous support experience with Windows computers, laptops, iOS, Androids, smart TVs, and gaming consoles.
Problem Solving: Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers.
Device Troubleshooting: Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties.
Ticket Management: Create Jira tickets to dispatch unresolved issues to field engineers.
Data Analysis: Analyze incoming call data to identify larger issues and trends.
Detailed Documentation: Log detailed descriptions of all customer issues in the Salesforce ticketing system.
Cross-Functional Collaboration: Act as a liaison and work across different departments.
Escalation Handling: Escalate unresolved issues to the appropriate escalation point.
Hardware and Software Expertise: Identify and resolve mobile and laptop hardware and software issues.
Team Coordination: Work with technical staff and management to ensure issue resolution and customer satisfaction.
Results-Oriented: Be persistent and focused on solving problems and delivering results.
Microsoft Office Proficiency: Familiarity with Outlook, Excel, PowerPoint, and Word.
Policy Adherence: Follow authority levels set forth in policy and procedure guidelines for customer refunds and adjustments.
Quick Learner: Adapt to change and pick up new concepts quickly.
Flexible Schedule: Ability to work late and weekend shifts.
Experience: 1-3 years of related experience preferred.

Nice To Haves

Preferred Experience: Familiarity with Salesforce, Jira, SolarWinds, and basic network command line knowledge is a plus.
Education: College experience preferred.

Responsibilities

Work Autonomously: Manage your tasks independently and efficiently to meet deadlines.
Customer Support: Quickly respond to support-related emails, phone calls, chats, and other electronic communications.
Technical Troubleshooting: Identify and resolve technical issues to help clients connect to Wi-Fi.
Customer Service: Resolve customer service or billing complaints, process refunds, and make account updates and adjustments.
Documentation: Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken.
Ticket Management: Generate tickets and process escalations through resolution.
Adaptability: Thrive in a fast-paced environment with frequently changing priorities.
Communication Skills: Excellent oral and written communication, interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external).
Flexible Schedule: Available to work nights and weekends, including after-hour and weekend shifts.
Field Engineer Coordination: Dispatch single customer escalations to Field Engineers in a timely manner.