• Technical Support Representative

    NorthfieldWiFi
    Job Description
    Function:  Serves customers by providing technical support via phone, email, helpdesk and at the customer premise.
      Job Duties/Skills: 
    • 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. 
    Qualifications: 
    • 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.
    Education/Certifications Required:
    • 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
    Contact Information