[Remote] Technical Support 1 - Remote - CA Only

Note: The job is a remote job and is open to candidates in USA. Race Communications is a fiber internet provider committed to connecting California communities since 1994. They are seeking a Technical Support Representative 1 to provide prompt and efficient technical support to customers, serving as the first point of contact for troubleshooting internet and phone service issues.

Responsibilities

• Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
• Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
• Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process
• Accurately log customer interactions, issues, and resolutions in the company's CRM system
• Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem
• Maintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendations
• Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers
• Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package
• Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently
• Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service
• Educate customers on product features, usage best practices, and self-service tools to enhance their experience
• Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues
• Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution
• Additional duties as required

Skills

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• High School Diploma or GED or equivalent combination of education and experience is required
• Minimum of one year customer support experience and/or equivalent work environment is required
• Ability to type a minimum of 40 words per minute with accuracy
• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Familiarity with CRM systems and practices
• Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi)
• Familiarity with troubleshooting tools and remote diagnostics
• Proficiency with customer management software (CRM systems)
• Proficiency in Spanish Language desirable
• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Benefits

• 100% Company-Paid Medical and Dental Benefits
• Free Fiber Internet Service
• PTO (vacation, sick)
• 11 paid holidays
• Paid birthdays
• 401k matching (4%)
• Free fiber internet service for all employees living in our service area

Company Overview

• Race Communications is a leading provider of fiber-to-the-home (FTTH) services, committed to delivering reliable, high-speed internet to communities across California. It was founded in 1994, and is headquartered in South San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://race.com/.

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