Technical Support Technician

As a Technical Support Technician at GoNetspeed, you will handle Level I and some Level II troubleshooting for Wi-Fi, PON Networks, Internet, and VoIP. You'll be the first point of contact for customer inquiries, document all communications in our trouble ticketing system, and proactively monitor systems to respond to any major events.

To apply for the Technical Support Technician role at GoNetspeed, an Associate Degree in Information Technology is preferred alongside at least 2 years of experience in a technical support role. A basic understanding of network technology and proficiency in Microsoft Office is also beneficial.

The work schedule for a Technical Support Technician at GoNetspeed can vary. After the initial training period, you can choose either a Tuesday-Saturday 8-hour shift or a Wednesday-Saturday 10-hour shift, allowing for a flexible work-life balance.

GoNetspeed offers 2-3 weeks of comprehensive training for Technical Support Technicians. This training covers key aspects of our systems, troubleshooting processes, and customer service techniques to ensure you are well-equipped to help our customers effectively.

Successful Technical Support Technicians at GoNetspeed possess strong organizational skills, excel in communication—both written and verbal—and have a solid understanding of network technology. Being able to navigate multiple systems simultaneously is also crucial for addressing customer needs effectively.

GoNetspeed offers a wide range of benefits for Technical Support Technicians, including health insurance, 401(k) matching, flexible spending accounts, and paid time off. We also provide an employee assistance program and discounts to support our team's well-being.

The Technical Support Technician role is fundamental to GoNetspeed's mission of ensuring reliable Internet connectivity. By providing timely and effective technical support, you contribute directly to building a seamless online experience for our customers while fostering connectivity in the community.

When answering this question, use specific examples from your past roles where you've successfully resolved Wi-Fi or VoIP-related issues. Discuss the tools you used, the steps you followed, and how you ensured customer satisfaction in the process.

It's essential to show empathy and patience while handling difficult customers. Explain how you listen to their concerns, ensure understanding, and work diligently to find a resolution. Providing examples of successful interactions can showcase your ability to maintain professionalism under pressure.

Discuss your approach to prioritizing tickets based on urgency and complexity. Mention any tools or methods you utilize to stay organized, such as spreadsheets or ticketing systems, and emphasize your ability to multitask without sacrificing the quality of support.

Express your commitment to staying informed through resources like industry publications, webinars, and networking with peers. Mention any specific technologies or tools you have been researching lately that are relevant to the Technical Support Technician role.

Provide a detailed story where you successfully diffused a situation. Highlight the steps you took, the communication methods you used, and the final outcome. This shows your problem-solving abilities and proactive approach to risk management.

Mention specific tools you've used in your previous roles, such as Zendesk, Jira, or custom systems. Highlight your proficiency and discuss how you've utilized these tools to document issues accurately and efficiently.

Provide a brief but clear explanation of Passive Optical Networks (PON) and Voice over Internet Protocol (VoIP), showing your understanding of these technologies. You could detail their importance in providing high-speed Internet and phone services to customers.

Discuss your learning style and how you adapt to changes quickly. Mention any recent experiences where you've successfully taken on new technologies or processes, showcasing your ability to grow and develop in a fast-paced environment like GoNetspeed.

Explain that effective customer communication involves active listening, clarity in explanations, and reassuring customers that you are there to support them. Share an instance when your communication skills positively impacted a customer's experience.

This is an opportunity for you to express your passion for connectivity and customer service. Share your knowledge about GoNetspeed’s mission and values and how they resonate with your own career goals and professional ethos, demonstrating your motivation to be part of their team.