Tier 2 Customer Care Technician

Boingo•Frisco, TX

6h•Hybrid

About The Position

Bring your people skills + technical know-how to a team that moves fast and solves real connectivity problems. Boingo Wireless is hiring a Tier II Customer Service Agent to support our Wi‑Fi and cellular solutions—including high-speed broadband for U.S. military customers. You’ll troubleshoot connectivity issues, guide customers to resolution, and escalate when needed. We’re a modern, friendly team that values professionalism, ownership, and a consistently positive, customer-first attitude.

Requirements

A customer-first mindset with clear, confident written and verbal communication.
Strong understanding of Wi‑Fi, wireless networking and the ability to diagnose issues across routers and client devices.
Hands-on troubleshooting experience with Windows PCs, laptops, iOS, Android devices, smart TVs, and gaming consoles.
Comfort working in ticketing, CRM tools (Salesforce and Jira preferred): create detailed case notes, escalate appropriately, and drive issues to closure.
Collaborative approach—partner with technical teams and management to ensure resolution and customer satisfaction.
Results-oriented and tenacious: you like solving problems and seeing them through.
Proficiency with Microsoft Office (Outlook, Excel, PowerPoint, Word).
Ability to adapt quickly, learn new technologies, and handle changing priorities.
Schedule flexibility for late and weekend shifts.

Nice To Haves

Salesforce, Jira, SolarWinds, and basic network command line.
Some college preferred.

Responsibilities

Manage tasks independently, meet deadlines, and stay organized in a fast-moving environment.
Support customers across email, phone, and chat—respond quickly and professionally.
Troubleshoot Wi‑Fi connectivity end-to-end (slow speeds, latency, lag, drops, browsing, app issues) across laptops, mobile devices, smart TVs, and gaming consoles.
Apply networking fundamentals: routing/switching, NAT, DHCP/IP addressing, wireless LAN controllers, APs, and RF concepts (RSSI, SNR).
Work confidently with common protocols (DHCP, DNS, RADIUS, AAA) and modern OS/device ecosystems (Windows 7/8/10/11, iOS, Android).
Resolve service and billing concerns, process refunds, and make account updates within policy guidelines.
Create, document, and manage tickets from intake through resolution; process escalations and send incident notifications/alerts (internal/external).
Dispatch single-customer escalations to Field Engineers and coordinate follow-through.
Review incoming call/contact data to identify larger issues and trends.
Be flexible for nights/weekends, including after-hours and weekend shifts.