[Hiring] Customer/Technical Support Associate @Honest Networks

Role Description

Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion for helping our internet subscribers receive a fast, stable and secure internet connection and troubleshoot LAN issues with a friendly and professional demeanor.

Qualifications

• 1+ years in technical support, help desk or other IT-related, customer-facing role
• Strong preference for experience as an installation technician or other field experience
• Bonus: CompTIA Network+ or equivalent certification
• Bilingual in Spanish or Mandarin is a plus

Requirements

• Must be able to work EST work hours
• Outstanding customer service: friendly demeanor, sincere empathy for customer issues & frustrations, highly responsive to support tickets/issues
• Comfortable working in multiple communication channels simultaneously: email, text, phone calls, live chat
• Comfortable working in a command line interface (CLI)
• Ability to work outside of normal business hours
• Comfortable working remotely through on-site technicians to resolve customer issues

Primary Responsibilities

• Handling incoming customer communications via phone, text, web chat, and email.
• Setting up and troubleshooting a variety of WAN/LAN/Cloud network technologies and infrastructure devices (i.e. routers, switches, firewalls, VPNs, access points/extenders, etc).
• Remote troubleshooting and resolution of support tickets.
• Leveraging enterprise IT & networking programs: e.g. Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud.
• Creating and maintaining internal documentation for training and reference.
• Working closely with Honest engineers, field technicians, and customer support personnel.
• Working shifts that may include evenings or weekends.

Personal Attributes

• Friendly and enthusiastic
• Excellent communication skills
• Self-motivated and driven, with the ability to take initiative and proactively identify and address opportunities and challenges.
• Ability to stay calm and clear-headed when dealing with angry customers and time-sensitive troubleshooting.
• Technically savvy and comfortable dealing with a variety of residential and small business customer set-ups

Benefits

• Competitive salary with an estimated range of $18-24/hr based on capabilities and track record
• 401k inclusion after 3 months of employment
• 2 weeks paid time-off and 7 days paid sick leave
• Medical, vision, and dental benefits