Customer Support Technician

Full-Time
On Site
Surprise, AZ

Position Summary: The Customer Support Technician is an in house technical support position, to assist residential and business customers both over the phone and in office with all internet and telephone related questions and challenges.

Job Functions:

  • Assist customers to resolve connectivity issues through various troubleshooting steps and diagnostic tools
  • Troubleshoot technical issues in order to obtain First Call Resolution
  • Schedule on site service calls when necessary to ensure prompt resolution
  • Provided support to field technicians as needed
  • Input trouble tickets in the CRM platform for accurate record maintenance
  • Provision new services, discontinuations and other changes in network management system
  • Monitor status of escalation cases to confirm customer’s trouble has been resolved
  • Provide back up to the customer service and activation team with non technical overflow calls
  • Other duties as required

Skills/Qualifications:

  • Strong multi-tasking skills, including conversing while navigating a CRM platform simultaneously
  • Self starter who is motivated to take on this role without requiring a high level of direction
  • Must enjoy working with the public, both on the telephone and in person
  • Ability to learn at least two or more computer applications and programs simultaneously
  • Excellent active listening and communication skills, patience, understanding, and the ability to de-escalate customers while resolving their issue
  • Must be able to articulate troubleshooting steps clearly and concise to all customers, including those who are elderly, hard of hearing or lack of internet knowledge
  • Technically proficient in the setup of an internal home network
  • Basic understanding of the aspects related to internet speeds, wireless routers and connected devices
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • 1+ years of experience in help desk, technical support or hold relevant industry certifications

OUR OFFICE LOCATION IS MOVING 12/14/20 

Zona Wyyerd’s new address is:
14273 W. Grand Ave 
Suite #102
Surprise, AZ 85374

DUE TO COVID, WE ARE TAKING SCHEDULED OFFICE VISITS ONLY

Please call 623-455-4555 to schedule your visit