Customer Support Representative (IT-Focused)

Ukiah Wireless by Wi-Fiber is seeking a Customer Support Representative to help provide a superior customer experience to our internet subscribers. This is a rare, exciting opportunity to kickstart your career and become a valuable member of an exciting technology startup.

Join the company awarded #1 as Best Internet Service Provider (ISP) in Lake & Mendocino 2024!

Flexible Schedule: We're open to determining a schedule based on your needs.

Responsibilities:
• Customer Service - Assist customers via phone and in-office visits regarding topics such as first-level technical support, billing, scheduling, and inside sales.
• Data Management - Maintain CRM data records, such as customer cancellation reasons, technician difficulties, call trends, etc.
• Billing - Handle customer finances, such as outbound collections and inbound payments via card, cash, and check.
• Field Dispatch - Manage scheduling for field technicians, such as installations, service calls, and maintenance.
• Inside Sales - Sell Wi-Fiber services to potential customers who’ve indicated interest via inbound requests. This includes providing price quotes to customers and outbound follow-up to help our sales team achieve goals.
• Tier 1 Technical Support - Provide technical and network problem resolution to users (either customers or company field technicians) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software setup, power cycling equipment, verifying billing information, and troubleshooting connectivity issues.
• First Level Network Support - Monitor our network for outages and report potential issues to our NOC technicians.
• Other related duties as assigned.

Required Skills/Abilities:
• Eager to learn and grow into a new position.
• Excellent verbal and written communication skills.
• Organized with attention to detail.
• Demonstrated ability to learn new technologies, products, and features, as well as a strong desire to influence, educate and connect customers to technology.
• Basic understanding of networking is a plus.
• Customer service experience in a call center environment is a plus.

Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Wi-Fiber Inc. will be based on merit, qualifications, and abilities. Wi-Fiber Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, military service, veteran status, genetic information, or any other characteristic protected by law.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:
• 401(k)
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance

Shift:
• Day shift
• Morning shift

Ability to Commute:
• Ukiah, CA 95482 (Required)

Ability to Relocate:
• Ukiah, CA 95482: Relocate before starting work (Required)

Work Location: In person

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