Tier 2 Technical Support

Viaero Wireless • Fort Morgan, CO

1d • $17 - $18 • Onsite

About The Position

Viaero is hiring a Tier 2 Technical Support Advisor to work onsite at its Call Center as an in-house expert for resolving customers’ technical device and network issues. The role focuses on providing technical support and assistance across Viaero’s wireless products and services, with an emphasis on achieving one-call resolution. Advisors work closely with Customer Service, Network Operations, and Field Operations. Training is provided. On-call and weekend shifts are assigned by rotation, and the position may require a variable schedule and overtime when necessary.

Requirements

• High school diploma or equivalent.
• Technology aptitude and strong understanding of technology.
• Exceptional customer service skills.
• Outstanding verbal and written communication skills.
• Ability to multitask and work under pressure in a dynamic, fast-moving environment.
• Strong troubleshooting skills and attention to detail.
• 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.
• Bilingual Spanish/English.

Responsibilities

• Provide strong customer service to internal and external customers.
• Handle a high volume of inbound calls about technical issues with Viaero wireless products and services.
• Communicate professionally with courtesy and patience.
• Support customers with text and multimedia messaging, internet equipment, and services.
• Use tools and resources to troubleshoot network complaints and provisioning errors.
• Accurately document problems 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 guide 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.

What This Job Offers

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