Customer/Technical Support Associate

About the Role

Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion for helping our internet subscribers receive a fast, stable and secure internet connection and troubleshoot LAN issues with a friendly and professional demeanor.

Requirements

Must be able to work EST work hours
Outstanding customer service: friendly demeanor, sincere empathy for customer issues & frustrations, highly responsive to support tickets/issues
Comfortable working in multiple communication channels simultaneously: email, text, phone calls, live chat
1+ years in technical support, help desk or other IT-related, customer-facing role
Comfortable working in a command line interface (CLI)
Ability to work outside of normal business hours
Comfortable working remotely through on-site technicians to resolve customer issues
Strong preference for experience as an installation technician or other field experience
Bonus: CompTIA Network+ or equivalent certification
Bilingual in Spanish or Mandarin is a plus
Primary Responsibilities

Handling incoming customer communications via phone, text, web chat, and email. Everything from answering questions from prospective customers who are interested in our service to billing to more advanced technical troubleshooting.
Setting up and troubleshooting a variety of WAN/LAN/Cloud network technologies and infrastructure devices (i.e. routers, switches, firewalls, VPNs, access points/extenders, etc).
Remote troubleshooting and resolution of support tickets.
Leveraging enterprise IT & networking programs: e.g. Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud.
Creating and maintaining internal documentation for training and reference.
Working closely with Honest engineers, field technicians, and customer support personnel.
Working shifts that may include evenings or weekends.

Personal Attributes

Friendly and enthusiastic
Excellent communication skills
Self-motivated and driven, with the ability to take initiative and proactively identify and address opportunities and challenges.
Ability to stay calm and clear-headed when dealing with angry customers and time-sensitive troubleshooting.
Technically savvy and comfortable dealing with a variety of residential and small business customer set-ups