Tier 2 Technical Support
About The Position
Viaero is hiring a Tier 2 Technical Support Advisor to work onsite at its Call Center as an in-house expert resolving customers’ technical device and network issues. The role focuses on providing one-call resolution and technical support for Viaero wireless products and services. The advisor works closely with Customer Service, Network Operations, and Field Operations, handling inbound calls and troubleshooting network complaints and provisioning errors. Training is provided. On-call and weekend shifts are assigned by rotation, and the role may require a variable schedule and overtime when necessary.
Requirements
- High school diploma or equivalent.
- Technology aptitude and tech-savviness.
- Ability to work under pressure in a dynamic, fast-moving environment.
- Exceptional customer service skills.
- Outstanding verbal and written communication skills.
- Detail-oriented approach.
- Ability to multitask and strong troubleshooting skills.
- Ability to learn about Viaero’s network and the technical features of its products.
- Experience working with Windows-based computers, including general office software.
Nice To Haves
- Associate degree preferred.
- Bilingual Spanish/English is a plus.
Responsibilities
- Provide strong customer service to internal and external customers.
- Handle a large volume of inbound calls about technical issues involving Viaero wireless products and services.
- Communicate professionally with courtesy and patience.
- Support customers with text, multimedia messaging, and internet equipment and services.
- Use tools and resources to troubleshoot network complaints and provisioning errors.
- Document problems accurately in a trouble ticket system.
- Meet quality assurance standards for consistent performance.
- Maintain consistent and punctual attendance and work a variable schedule and overtime when necessary.
- Provide input on implementing new products to improve the efficiency of resolving network issues.
- Assist and provide guidance to new team members.
- Perform additional duties as required.
Benefits
- Competitive pay
- Growth opportunities
- Health insurance benefits, including medical, vision, and dental
- Short-term disability insurance
- Life insurance
- Free phone/service
- Tuition reimbursement
- 401(k) with company match
- Vacation
- Sick leave
- Holiday pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
