Customer/Technical Support Associate
Core
Provide technical support and troubleshooting for internet subscribers, ensuring fast and stable connections while handling customer communications across multiple channels.
Role type
Technical Support Associate (Network Infrastructure)
Builds
WAN/LAN/Cloud network technologies and infrastructure devices (routers, switches, firewalls, VPNs, access points)
Domain
Internet Service Provider (ISP) / Networking
Required skills
Technical troubleshooting, CLI proficiency, multi-channel communication, network device configuration, internal documentation
Preferred skills
Installation technician experience, CompTIA Network+ certification, Spanish or Mandarin fluency
Technologies
Routers, switches, firewalls, VPNs, access points/extenders, Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud
Responsibilities
Handle incoming customer communications via phone, text, web chat, and email; troubleshoot WAN/LAN/Cloud network technologies and infrastructure devices; perform remote troubleshooting and resolution of support tickets; create and maintain internal documentation; collaborate with engineers and field technicians.
Seniority
Entry-level to Mid-level, hands-on IC