Technical Support Representative, Temporary

About the Role

This is a temporary position to work in a 24x7 call center. Schedules are based on business needs, and acceptance of this role means agreement with this awareness. This contract position comes with development opportunities which may lead to transitioning to a permanent role based on performance.

Key Responsibilities

• Provide support to location staff and end-users utilizing public Wi-Fi, VoIP, or TV services at various global locations.
• Assist end-users with troubleshooting connectivity issues using online diagnostic tools.
• Monitor deployed networks and escalate for dispatch when remote troubleshooting indicates a network issue impacting multiple end-users.
• Assist end-users with general questions regarding rate plans, service availability, and contract requirements.
• Provide billing and account related support.
• Billing inquiries include examining invoices, escalating credit and refund requests, updating recurring payment methods, and assisting with account unsuspension.
• Account related support includes updating contact information, assisting with Self-Care guidance, transitioning account plans, reviewing usage, helping cancel subscriptions, and closing accounts.
• Document key aspects of each end-user interaction within the Case Management solution.
• Deliver end-user email support and monitor voicemail inbox for inquiries.
• Perform other project-related tasks as requested.

Requirements & Tech Stack

• Great communication skills showing an outgoing, friendly, kind, and warm demeanor.
• General knowledge of personal computer networking.
• Works effectively with other team members.
• Great analytical, problem-solving, and conceptual skills.
• Excellent time management.
• High School Diploma or GED.
• Excellent written and verbal communication skills.
• Willingness to work shift schedules in a 24x7 Call Center environment.
• Willingness to attend daily training sessions held Monday through Friday, 8 am – 5 pm, for up to 4 weeks.
• Ability to multi-task.
• Proficient in typing (Min. 35 WPM).
• Must have a reliable hardwire (Ethernet) internet connection.

Qualifications

• Prior experience setting up or managing a wireless network in a home or office environment.