Technical Support Representative -NY

As a Technical Support Representative at GoNetspeed, your primary responsibilities include offering Level I and some Level II troubleshooting assistance primarily related to Wi-Fi, PON Networks, Internet, and VoIP. You’ll document calls using our trouble ticketing system, communicate solutions effectively to customers, perform customer follow-ups, and proactively monitor in-service systems. Additionally, you are the first point of contact for technical issues and will assist with new installation setups.

To be considered for the Technical Support Representative position at GoNetspeed, you should preferably have an Associate Degree in Information Technology or equivalent experience in a technical support role, with at least two years of related work experience. Strong interpersonal skills, proficiency in Microsoft Office, and an understanding of network technologies will also aid your success in this role.

The training program for the Technical Support Representative position at GoNetspeed lasts 2-3 weeks and takes place Monday through Friday. During this period, you will gain hands-on experience and knowledge about the company's systems, troubleshooting protocols, and customer communication techniques, ensuring that you feel prepared and confident for your role when you transition to your assigned shifts.

At GoNetspeed, Technical Support Representatives can choose from flexible shift options after completing initial training. You can opt for an 8-hour shift from Tuesday to Saturday or a 10-hour shift from Wednesday to Saturday. This variety allows you to find a schedule that best fits your personal and professional commitments.

GoNetspeed provides an array of benefits for its Technical Support Representatives, including 401(k) plans with matching contributions, health, dental, and vision insurance, flexible spending accounts, life insurance, and paid time off. Employees also have access to an employee assistance program and can benefit from a referral program, ensuring that you and your family are well-supported.

When troubleshooting Wi-Fi issues as a Technical Support Representative, I begin by asking the customer specific questions to identify the problem precisely. I guide them through basic checks, such as ensuring the device is connected to the correct network and rebooting their modem. I also leverage my knowledge of network configurations to quickly troubleshoot any potential issues related to connectivity or interference.

To communicate technical information effectively to non-technical customers, I focus on using simple language and analogies that relate to everyday concepts. By breaking down complex terms and explaining the 'why' behind each step of the process, I ensure that the customer understands and feels supported throughout the interaction.

In a previous role, I encountered a particularly challenging issue involving a small business customer's VoIP system. After thorough troubleshooting, I discovered the root cause was due to an improper setup on their end. I patiently guided the customer through the correct configuration, providing clarity along the way and ensuring they were able to resume their operations successfully.

When dealing with a frustrated customer on a support call, I maintain a calm and empathetic demeanor. I listen actively to their concerns, acknowledge their feelings, and reassure them that I am here to help. This approach allows me to defuse the situation and gives me the opportunity to better understand the issue at hand, leading to a more efficient resolution.

I am familiar with various tools essential for technical support, including trouble ticketing systems for documentation, remote desktop applications for diagnosing issues, and customer management software. My experience with these tools allows me to streamline the troubleshooting process and improve communication with customers.

I stay up-to-date with new technology in the networking field by participating in industry webinars, subscribing to relevant technology news feeds, and engaging in online communities where professionals share insights. Continuous learning through courses and certifications also helps me to remain current with emerging technologies and terminology in the networking sector.

I am drawn to GoNetspeed because of its commitment to providing reliable connectivity and its vibrant work culture. I admire the company's focus on community support and innovation, and I believe my skills and values align perfectly with your mission to bridge connectivity gaps in the communities you serve.

In my last position, I collaborated closely with my colleagues during a high-volume support period. Together, we strategized a division of tasks to manage incoming requests efficiently, sharing updates regularly to ensure we were all aligned. This teamwork not only improved our response times but also led to a significant increase in customer satisfaction.

I believe the most important quality for a Technical Support Representative is patience. Working in a support role often means dealing with frustrated customers, and showing patience allows for a more effective interaction, fostering a positive experience that can lead to customer loyalty.

To manage multiple tasks effectively, I use a prioritization strategy where I assess the urgency and impact of each issue. I leverage tools to track my tasks, ensuring that I stay organized and allocate my time where it's needed most, which enables me to provide timely support to customers while maintaining quality.