Remote Business Tech Support Representative

Unlock Your Potential as a Remote Business Tech Support Representative and join our dynamic team at MetroNet, the nation's largest independently owned 100% Fiber Optic company. We're seeking a highly skilled and motivated individual to provide top-notch technical support to our business customers, ensuring exceptional service and driving success. As a Remote Business Tech Support Representative, you will enjoy a competitive salary, comprehensive benefits package, and opportunities for growth and development in a rapidly evolving environment.

As a key member of our team, you will leverage your technical expertise to troubleshoot and resolve complex issues related to Internet, Video, and Phone services, including ONTs, Routers, network switches, and STB/DVRs. You will also provide exceptional customer service, responding to technical support requests, and performing initial problem identification and analysis. If you're passionate about technology, customer satisfaction, and career growth, we encourage you to apply for this exciting opportunity.

Job Summary:

We're looking for a talented and customer-focused Remote Business Tech Support Representative to join our team. As a Business Tech Support Representative, you will:

• Provide technical support to business customers via phone, email, or chat, resolving issues related to Internet, Video, and Phone services
• Troubleshoot and analyze complex technical issues, including ONTs, Routers, network switches, and STB/DVRs
• Respond to technical support requests, performing initial problem identification and analysis
• Capture detailed problem analysis and resolution plans in the customer database
• Represent MetroNet professionally and ethically, maintaining a high level of customer satisfaction with a focus on first call resolution

Essential Job Functions:

• Determine the scope of customer issues in an effective and professional manner
• Effectively resolve customer issues in a timely manner
• Properly document all customer interactions
• Provide ONT troubleshooting, rebuilding, and provisioning
• Complete router troubleshooting and setups
• Provide voice service troubleshooting and reset voicemail passwords
• Educate customers on setting up their customer portal account

Job Qualifications and Requirements:

• High School Diploma or GED required
• A+ Certification preferred
• Willingness to work as a team and independently
• Must be legally authorized to work in the U.S.

Additional Job Requirements:

• Experience in Service Specific Troubleshooting Methods
• Responsible, Self-Motivated, Organized, and a Quick Learner
• Analytical/Logical Problem-Solving Skills
• Patient - The Ability to Guide and Teach via the Phone
• Adaptability to Change – Comfortable in a Rapidly Evolving Environment
• Perform on-call rotation duties after regular business hours
• Available to work overtime when deemed necessary, including holidays and weekends

What We Offer:

• Competitive salary and comprehensive benefits package, including Health, Vision, Dental, and 401k match up to 6%
• Opportunities for growth and development in a rapidly evolving environment
• A dynamic and supportive team environment
• Recognition as a Top Diversity Employer by Diversity Jobs in 2022

How to Apply:

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.