Tier 2 Technical Support

Viaero Wireless•Fort Morgan, CO

7h•$17 - $18•Onsite

About The Position

Viaero is seeking passionate technology enthusiasts to join their team as Tier 2 Technical Support Advisors. In this role, you will become an in-house expert, working onsite at the Call Center to resolve technical device and network issues for customers, aiming for one-call resolution. You will collaborate with Customer Service, Network Operations, and Field Operations. This position requires excellent communication, multitasking, the ability to work under pressure, a strong understanding of technology, and a commitment to fast customer resolutions.

Requirements

High School diploma or equivalent is required
Tech savvy and have an aptitude for understanding technology
Energetic, able to work under pressure in dynamic, fast-moving environment
Exceptional customer service skills
Outstanding verbal and written communication skills
Detail oriented
The ability to multitask and strong troubleshooting skills
The ability to learn about our network and technical features of our products to improve efficiency
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 from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience
Provide support to internal and external customers for text, multimedia messaging and internet equipment and services
Utilize tools and resources to troubleshoot network complaints and provisioning errors
Document problems with high degree of accuracy utilizing a trouble ticket system
Achieve quality assurance standards for consistent performance
Demonstrate consistent and punctual attendance. Must be able to work a variable schedule and overtime when necessary
Provide input on the implementation of new products to improve the efficiency of resolution of network issues
Assist and provide guidance to new team members
Additional duties as required.

Benefits

Competitive pay
Growth opportunities
Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental)
Short-term Disability
Life Insurance
freephone/service
tuition reimbursement
401(k) with company match
vacation
sick leave
holiday pay