TECHNICAL SUPPORT REPRESENTATIVE Pay: DOE (40 hours per week)
ABOUT ISOFUSION:
IsoFusion, Inc. is a rapidly growing IT infrastructure company headquartered in Tukwila, Washington with offices in Tacoma and downtown Seattle. IsoFusion offers a complete line of connectivity and IT solutions and operates seven colocation data centers throughout the greater Seattle area.
OBJECTIVE OF POSITION:
We are looking for customer focused individuals to fill full-time positions in our Technical Support division working for a full-service ISP. Applicants should be flexible, responsible, and can think and operate "outside the box" in a dynamic and fast paced environment. Responsibilities include but are not limited to:
RESPONSIBILITIES AND DUTIES:
· Own support issues full-cycle from start to finish
· Answering initial and follow-up customer calls who have service and technical support issues
· Phone call and service ticket queue awareness and ownership
· Dispatching to customer location within city service area to pick up, drop off and configure LAN equipment.
· Ability to troubleshoot connectivity and services issues with a customer, both over the phone and in person
o Supporting and troubleshooting Email and broadband connectivity issues, including ADSL, SDSL, IDSL, T1, FTTH.
o Supporting and troubleshooting hosted domains, DNS, Registry, VPS, and Business and Residential VoIP services Customer billing and invoicing support
· Providing timely and thorough resolution of all issues raised by customers, as well as documenting all actions
· Maintaining consistent quality and performance metrics as set out by management
QUALIFICATIONS/EXPERIENCE REQUIREMENTS:
· Ability to handle and prioritize multiple contacts and tasks
· Understanding of Windows, OS X, and mobile operating systems.
· Solid understanding of Dialup, Email, Broadband connectivity and VoIP services
· Basic understanding of Fiber Optics, to help support and troubleshoot connectivity.
· Solid knowledge of TCP/IP, domain hosting, and LAN/WAN concepts
· Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication
· Flexibility in shift schedules (starting as early as 5:00 am, ending as late as 8:00 pm as well as holidays, weekends, etc.) Students are welcome.
· Previous call center experience of at least 1 year.
Benefits
· Working for an always growing customer‐centric local ISP
· Dental/Medical insurance
· 401K
Job Type: Full-time
Pay: $17.00 - $19.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekends as needed
Experience:
- Customer service: 1 year (Preferred)
Location:
Work Location: Remote