Technical Support Representative

As a Technical Support Representative, you will be responsible for identifying customer’s concerns through phone, which includes but is not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. Carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

This role is 50% technical support and 50% customer service and sales, and will cater both Spanish and English customers.

Responsibilities

• Respond to customer inquiries and resolve complex technical issues related to phone and internet services via phone, email, and chat.
• Diagnose and resolve technical issues for phone and internet services, including VoIP, broadband, and wireless connectivity issues, through remote troubleshooting and guidance.
• Meet or exceed customer satisfaction and first-call res...