Technical Support Technician

We are seeking a skilled and customer-oriented Technical Support Technician to join our Internet Service Provider team. In this role, you will be responsible for providing expert technical assistance to our internet subscribers, ensuring they receive high-quality support for their connectivity issues.

This role can be performed in our Virden office or remotely.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat regarding internet connectivity problems
• Diagnose and troubleshoot a wide range of technical issues related to internet service, including network configuration, modem/router setup, and Wi-Fi connectivity
• Guide customers through step-by-step solutions to resolve their internet-related problems
• Configure and troubleshoot email clients and assist with email-related issues
• Perform remote diagnostics and repairs on customer equipment when possible
• Escalate complex technical issues to appropriate internal teams
• Maintain accurate records of customer interactions and technical solutions in our ticketing system and billing systems.
• Ensure that every customer interaction positively represents RFNOW and aligns with the company's vision and values. Respond to customer’s inquiries in a timely manner.
• Stay up to date with the latest internet technologies and ISP services with ongoing training.
• Provide information about ISP products and services to customers.

Requirements:

• Proven experience in technical support, preferably in an ISP or telecommunications environment
• Strong knowledge of internet protocols, networking concepts, and troubleshooting methodologies
• Familiarity with various operating systems (Windows, macOS, Linux) and mobile platforms
• Experience with remote desktop applications and help desk software
• Excellent problem-solving and analytical skills
• Outstanding verbal and written communication abilities
• Patient and empathetic approach to customer service
• Ability to explain complex technical concepts in simple terms
• Flexibility to work in shifts, including evenings, weekends, and holidays

Preferred Qualifications:

• Associate’s degree in information technology, Computer Science, or related field; Bachelor's degree preferred
• Relevant technical certifications (e.g., CompTIA Network+, CCNA)
• Knowledge of VOIP and IPTV technologies
• Experience with fiber optic internet technologies

Join our team and play a crucial role in keeping our customers connected and satisfied with their internet service.

Apply now to become an essential part of our technical support team!

If interested, please apply online with your resume and cover letter detailing your interest and qualifications at https://easyapply.co/job/technical-support-technician?rcid=indeed 

RFNOW Inc. is an equal-opportunity employer.  We welcome applications from people from all backgrounds and capabilities.  Applicants are welcome to request necessary accommodations throughout our employment process.

About RFNOW Inc.