Tier 2 Technical Support
About The Position
Viaero trains Tier 2 Technical Support Advisors to work onsite at its Call Center as in-house experts who resolve customers’ technical device and network issues, aiming for one-call resolution. Advisors work closely with Customer Service, Network Operations, and Field Operations to provide technical support and assistance to customers. This role handles a high volume of inbound calls and requires strong customer service, communication, multitasking, troubleshooting, and technology skills. On-call and weekend shifts are assigned on a rotating basis; the schedule may vary and overtime may be necessary.
Requirements
- High school diploma or equivalent.
- Technology aptitude and comfort with technology.
- Ability to work under pressure in a dynamic, fast-moving environment.
- Exceptional customer service skills.
- Outstanding verbal and written communication skills.
- Attention to detail.
- Ability to multitask and strong troubleshooting skills.
- Ability to learn about Viaero’s network and the technical features of its products.
- Experience using Windows-based computers, including general office software.
- Ability to work a variable schedule and overtime when necessary.
Nice To Haves
- Associate degree preferred.
- Bilingual Spanish/English skills are 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; training is provided.
- Communicate professionally with courtesy and patience.
- Support customers with text messaging, multimedia messaging, and 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; 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 coverage.
- 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
Entry Level
Education Level
High school or GED
