Technical Support 1
Race Communications
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $20 - $23 per hour
Job Level
About the role
- Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
- Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
- Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process
- Accurately log customer interactions, issues, and resolutions in the company’s CRM system
- Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem
- Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations
- Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers
- Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package
- Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently
- Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service
- Educate customers on product features, usage best practices, and self-service tools to enhance their experience
- Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues
- Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution
- Additional duties as required.
Requirements
- Eligibility for US Employment without sponsorship
- Minimum of 18 years of age
- High School Diploma or GED or equivalent combination of education and experience is required
- Minimum of one year customer support experience and/or equivalent work environment is required
- Familiarity with CRM systems and practices preferred
- Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi) preferred
- Familiarity with troubleshooting tools and remote diagnostics preferred
- Proficiency with customer management software (CRM systems) preferred
- Ability to type a minimum of 40 words per minute with accuracy
- Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
- The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
- Proficiency in Spanish Language desirable
Benefits
- 100% Company-Paid Medical and Dental Benefits
- Free Fiber Internet Service
- Competitive base salary
- Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
- Free fiber internet service for all employees living in our service area
- A culture built on integrity, mutual respect, and a shared purpose
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportnetworking conceptstroubleshootingCRM systemsmodem configurationrouter configurationinternet connectivityWi-Fi optimizationremote diagnosticstyping (40 wpm)
Soft Skills
communicationempathyproblem-solvingcustomer serviceteam collaborationflexibilityattention to detailpatienceactive listeningeducational skills
Certifications
High School DiplomaGED