Technical Support Representative

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    "description": "<p dir=\"ltr\"><strong>Overview: The Technical Support Representative is responsible for assisting customers via phone and live chat by identifying the primary symptoms and root causes of the customer&rsquo;s internet issue as well as programming and troubleshooting Surf&rsquo;s managed routers. They are also responsible for scheduling service appointments when a technician visit is required.</strong></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p dir=\"ltr\"><strong>Reports to: Technical Support Manager</strong></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p dir=\"ltr\"><strong>Job Status: Non-Exempt</strong></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p dir=\"ltr\"><strong>Responsibilities:</strong></p>\r\n\r\n<ul>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Educate customers about our services and how they function using simple, easy to understand language.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Interact with customers in a friendly, professional and patient manner.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.</strong></p>\r\n\r\n\t<ul>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Fixed wireless and fiber internet connections</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Whole-home managed Wifi</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Phone services</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>TV services</strong></p>\r\n\t\t</li>\r\n\t</ul>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Schedule service call appointments as needed to resolve customer issues with the services listed above.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Document all customer interactions thoroughly using our ticketing system.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Respond in a timely manner to technical support requests using the phone and live chat support methods.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Escalate suspected infrastructure issues to the network operations team.</strong></p>\r\n\t</li>\r\n</ul>\r\n",
    "jobCategory": "Telecommunications",
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They are also responsible for scheduling service appointments when a technician visit is required.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nReports to: Technical Support Manager\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nJob Status: Non-Exempt\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\n\\r\\n\\t\\r\\n\\tEducate customers about our services and how they function using simple, easy to understand language.\\r\\n\\t\\r\\n\\t\\r\\n\\tInteract with customers in a friendly, professional and patient manner.\\r\\n\\t\\r\\n\\t\\r\\n\\tDeliver excellent customer service by providing technical support for the following services provided by Surf Internet.\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tFixed wireless and fiber internet connections\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tWhole-home managed Wifi\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPhone services\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tTV services\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tSchedule service call appointments as needed to resolve customer issues with the services listed above.\\r\\n\\t\\r\\n\\t\\r\\n\\tDocument all customer interactions thoroughly using our ticketing system.\\r\\n\\t\\r\\n\\t\\r\\n\\tRespond in a timely manner to technical support requests using the phone and live chat support methods.\\r\\n\\t\\r\\n\\t\\r\\n\\tEscalate suspected infrastructure issues to the network operations team.\\r\\n\\t\\r\\n\\r\\nQualificationsQualifications:\\r\\n\\r\\n\\r\\n\\t\\r\\n\\tHigh School Education or equivalent required\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with basic networking including\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tStatic IP reservations\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tBasic router function and configuration\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPublic and private IP assignments\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPhysical ethernet and fiber connections\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with basics of RF technology including\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tLocal Wifi broadcasting\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tInterference mitigation\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tChannel bandwidth and RF frequencies\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tRF behavior\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with internet speed, latency, and jitter.\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to work weekends required\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to work well with people under stress\\r\\n\\t\\r\\n\\t\\r\\n\\tAble to be on the phone for long periods of time\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to follow basic troubleshooting processes consistently\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to juggle several projects or items at one time\\r\\n\\t\\r\\n\\t\\r\\n\\tFlexible schedule preferred\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to generate and read error logs and reports.\\r\\n\\t\\r\\n\\r\\n\",\"responsibilities\":\"Overview: The Technical Support Representative is responsible for assisting customers via phone and live chat by identifying the primary symptoms and root causes of the customer&rsquo;s internet issue as well as programming and troubleshooting Surf&rsquo;s managed routers. They are also responsible for scheduling service appointments when a technician visit is required.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nReports to: Technical Support Manager\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nJob Status: Non-Exempt\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\n\\r\\n\\t\\r\\n\\tEducate customers about our services and how they function using simple, easy to understand language.\\r\\n\\t\\r\\n\\t\\r\\n\\tInteract with customers in a friendly, professional and patient manner.\\r\\n\\t\\r\\n\\t\\r\\n\\tDeliver excellent customer service by providing technical support for the following services provided by Surf Internet.\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tFixed wireless and fiber internet connections\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tWhole-home managed Wifi\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPhone services\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tTV services\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tSchedule service call appointments as needed to resolve customer issues 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stress\\r\\n\\t\\r\\n\\t\\r\\n\\tAble to be on the phone for long periods of time\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to follow basic troubleshooting processes consistently\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to juggle several projects or items at one time\\r\\n\\t\\r\\n\\t\\r\\n\\tFlexible schedule preferred\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to generate and read error logs and reports.\\r\\n\\t\\r\\n\\r\\n\",\"experienceRequirements\":\"Qualifications:\\r\\n\\r\\n\\r\\n\\t\\r\\n\\tHigh School Education or equivalent required\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with basic networking including\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tStatic IP reservations\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tBasic router function and configuration\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPublic and private IP assignments\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tPhysical ethernet and fiber connections\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with basics of RF technology including\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\tLocal Wifi broadcasting\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tInterference mitigation\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tChannel bandwidth and RF frequencies\\r\\n\\t\\t\\r\\n\\t\\t\\r\\n\\t\\tRF behavior\\r\\n\\t\\t\\r\\n\\t\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with internet speed, latency, and jitter.\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to work weekends required\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to work well with people under stress\\r\\n\\t\\r\\n\\t\\r\\n\\tAble to be on the phone for long periods of time\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to follow basic troubleshooting processes consistently\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to juggle several projects or items at one time\\r\\n\\t\\r\\n\\t\\r\\n\\tFlexible schedule preferred\\r\\n\\t\\r\\n\\t\\r\\n\\tFamiliarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems\\r\\n\\t\\r\\n\\t\\r\\n\\tAbility to generate and read error logs and reports.\\r\\n\\t\\r\\n\\r\\n\",\"industry\":\"Telecommunications\",\"validThrough\":\"-0001-11-30\",\"workHours\":\"Day\",\"educationRequirements\":\"High School\"}",
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    "qualifications": "<h4 dir=\"ltr\"><strong>Qualifications:</strong></h4>\r\n\r\n<ul>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>High School Education or equivalent required</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Familiarity with basic networking including</strong></p>\r\n\r\n\t<ul>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Static IP reservations</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Basic router function and configuration</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Public and private IP assignments</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Physical ethernet and fiber connections</strong></p>\r\n\t\t</li>\r\n\t</ul>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Familiarity with basics of RF technology including</strong></p>\r\n\r\n\t<ul>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Local Wifi broadcasting</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Interference mitigation</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>Channel bandwidth and RF frequencies</strong></p>\r\n\t\t</li>\r\n\t\t<li dir=\"ltr\">\r\n\t\t<p dir=\"ltr\"><strong>RF behavior</strong></p>\r\n\t\t</li>\r\n\t</ul>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Familiarity with internet speed, latency, and jitter.</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to work weekends required</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to work well with people under stress</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Able to be on the phone for long periods of time</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to follow basic troubleshooting processes consistently</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to juggle several projects or items at one time</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Flexible schedule preferred</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems</strong></p>\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\t<p dir=\"ltr\"><strong>Ability to generate and read error logs and reports.</strong></p>\r\n\t</li>\r\n</ul>\r\n",
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