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/.