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Technical Support 1
Race CommunicationsTechnical Support Representative managing customer inquiries about internet and phone services. Providing troubleshooting and ensuring customer satisfaction for Race Communications in California.
About the role
Key responsibilities & impact- Provide prompt, professional, and efficient technical support to customers
- Serve as the first point of contact for troubleshooting issues related to internet and phone services
- Ensure a positive customer experience while resolving technical concerns
- 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 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 with detailed documentation
- Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations
- Educate customers on the usage of equipment and services effectively
- Ensure interactions reflect a professional and empathetic approach to enhance customer experience
- Work closely with other support team members to ensure quick resolution of technical issues
Requirements
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportTroubleshootingNetworking ConceptsModem/Router ConfigurationCustomer Management SoftwareRemote DiagnosticsTyping Speed (40 WPM)Documentation Skills
Soft Skills
EmpathyEffective CommunicationTeam Collaboration