Total Highspeed
  • Nixa, MO, USA
  • Full Time

Total Highspeed is a locally owned and operated company with over 13 years of experience in the wireless internet business. Our knowledge of wireless technology allows us to provide superior quality, high-speed internet where DSL and cable don't work. Currently, we service over 150 cities in Missouri and Arkansas, making us the largest fixed wireless internet provider in the state of Missouri.

JOB SUMMARY

Technical support agents handle troubleshooting phone calls for our residential and commercial customers. They are in constant communication with our customers, and as such are very personable and posses great customer service skills. Technical support agents think outside-the-box when problem-solving and are able to find multiple solutions to a single problem. They use several different programs while taking notes on customer accounts and still maintain focus on the customer at all times, so their organizational skills and ability to multitask are extremely high. Our friendly, helpful technical support staff keep our customers happy and are crucial to the successful operation of Total Highspeed.

ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES

  • Answer and assist with support calls from customers.
  • Follow trouble shooting steps with customers to determine issues.
  • Schedule service calls for customers.
  • Update customer accounts.
  • Setup email accounts for customers.
  • Escalade customers to level 2 or 3 technicians when needed.
  • Respond to customer questions via email and ticketing system.

EDUCATION & RELATED EXPERIENCE

  • High school diploma or equivalent GED is required.
  • A minimum of one-year customer service experience is required.
  • Prior experience in a call center in a technical support capacity is preferred.
  • Previous experience with Motorola, Canopy, Cambium, Tranzeo, or Ubiquity wireless equipment is a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

  • The ability to maintain a clean, courteous and professional demeanor.
  • The ability to sit long hours in front of a computer taking phone calls.
  • The ability to maintain communication skills both written and verbal.
  • Knowledge working with computers, routers, and switches.
  • Knowledge and understanding of networking and internet addressing.
  • Knowledge and understanding of how radio frequencies work.
Total Highspeed
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