Technical Support Rep

About the Role

Rightfiber is seeking a residential Technical Support Representative (TSR) to join their team. The role involves serving as the primary point of contact for residential internet, TV, and telephone customers experiencing service-related issues.

Key Responsibilities

• Ensuring every customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and adapting communication style.
• Thinking logically and following standardized procedures to solve technical issues.
• Proficiently documenting troubleshooting steps during conversations.
• Logging all calls handled.
• Checking and responding to support emails and chats.
• Maintaining confidentiality and security of all customer information.
• Making outbound calls for follow-up and support.
• Maintaining schedule flexibility, including weekends and holidays.

Requirements & Tech Stack

• Aptitude for effective problem-solving.
• Enjoyment of solving problems and building rapport with customers.
• Advocacy for internal and external customers.
• Ability to work in a team-oriented, professional office environment.
• Enthusiasm for an entry-level position in a fast-growing company.
• Excellent customer service mindset and skills, with prior experience working with customers.
• Ability to learn quickly and apply coaching feedback.
• Basic knowledge and personal use of internet technologies with mobile devices and desktop computers/notebooks.
• Ability to communicate with customers, co-workers, and business contacts professionally and courteously.

Qualifications

• Associates degree in Computer Technology or a related field is preferred but not required.

Desired Attributes

• Inquisitive nature.
• Enjoy working in a team-oriented, professional office environment.
• Seeking to gain experience in the Information Technology and Networking industry.

Growth Opportunities

• Opportunities for personal growth and advancement.
• Potential to move into other positions within the company.
• Promotion opportunities to TSR 2 and TSR 3 levels.
• Eligibility for additional hourly compensation upon achievement of optional CompTIA ITF+, A+, and Network+ certifications.
• Access to tuition reimbursement, certifications, and paid training opportunities.