Technical Support Representative - 2nd Shift - Din Tai Fung - | Dice.com

Din Tai Fung

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Technical Support Representative - 2nd Shift

• Posted 19 hours ago • Updated 6 hours ago

Full Time

On-site

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Job Details

Skills

ROOT
Scheduling
Educate
Customer Service
Issue Tracking
Technical Support
Network Operations
Computer Networking
Routers
Intellectual Property
IP
Ethernet
Optical Fiber
Data Analysis
Wireless Communication
Broadcasting
RF
Internet
Microsoft Windows
OS X
IOS Development
Android
Operating Systems

Summary

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's internet issue as well as programming and troubleshooting Surf's managed routers. They are also responsible for scheduling service appointments when a technician visit is required.

Reports to: Technical Support Manager

Job Status: Non-Exempt

Responsibilities:

Educate customers about our services and how they function using simple, easy to understand language.
Interact with customers in a friendly, professional and patient manner.
Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.
- Fixed wireless and fiber internet connections
- Whole-home managed Wifi
- Phone services
- TV services
Schedule service call appointments as needed to resolve customer issues with the services listed above.
Document all customer interactions thoroughly using our ticketing system.
Respond in a timely manner to technical support requests using the phone and live chat support methods.
Escalate suspected infrastructure issues to the network operations team.

Qualifications:

High School Education or equivalent required
Second Shift schedule Monday-Friday 11:00 A.M. - 7:30 P.M
Familiarity with basic networking including
- Static IP reservations
- Basic router function and configuration
- Public and private IP assignments
- Physical ethernet and fiber connections
Ability to read graphical monitoring reports and do basic data analysis to assist in troubleshooting.
Familiarity with basics of RF technology including
- Local Wifi broadcasting
- Interference mitigation
- Channel bandwidth and RF frequencies
- RF behavior
Familiarity with internet speed, latency, and jitter.
Ability to work weekends required
Ability to work well with people under stress
Able to be on the phone for long periods of time
Ability to follow basic troubleshooting processes consistently
Ability to juggle several projects or items at one time
Flexible schedule preferred
Familiarity with Microsoft Windows, Mac OSX, iOS, Android and other operating systems
Ability to generate and read error logs and reports.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91164845
Position Id: 466cfb12e9166f7adad91312fd898ae8
Posted 19 hours ago

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