Function: Serves customers by providing technical support via phone, email, helpdesk and at the customer premise.
- Communicate with customers via inbound calls, email or the Internet (helpdesk) for the purposes of resolving routine problems with products and/or services (service and equipment troubleshooting, routers etc.).
- Gather information from customers in order to identify the root causes of customer problem(s) and provide technical troubleshooting solutions.
- Utilize available resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers' issues.
- Prepare complete and accurate work summaries and update customer files. Confirm customers’ understanding of the solution. Provide additional customer education as needed.
- Communicate effectively with customers to ensure high quality and timely resolution of issues.
- Effectively prioritize work load to maximize customer satisfaction and efficiency.
- Exhibit creative problem solving skills.
- Maintain knowledge of NorthfieldWiFi equipment and services.
- Maintains customer confidence by keeping customer information confidential.
- Updates job knowledge by participating in educational opportunities; reading professional publications.
- Accomplishes operations and organization mission by completing related results as needed.
- Assist in customer installations as needed.
- Ability to work in all weather conditions and at various heights and to work on roofs; will work in small spaces, attics and crawl spaces.
- Other duties deemed necessary for the success of the company.
- PC Literate.
- Experience troubleshooting computer problems.
- Excellent customer service and focus and strong interpersonal skills.
- Excellent verbal and written communication.
- Ability to lift 50lbs+ and to be able to handle a ladder.
- Experience with MikroTik and Ubiquiti products a plus.
- HS Diploma or equivalent is required – 2 year degree in related field is a plus
- 1-2 years related experience
- Possess a valid driver’s license and clean driving record