Job Requirements for Internet Support Help Desk
We are looking for a motivated and customer-focused Internet Support Help Desk Technician to join our team. In this role, you will provide technical support and troubleshooting assistance to customers experiencing internet connectivity issues and other service-related concerns. Below are the key requirements for this position.
Key Responsibilities:
- Provide timely and professional technical support via phone, email, and live chat to customers experiencing internet service issues.
- Diagnose and troubleshoot issues related to internet connectivity, routers, Wi-Fi networks, and other related equipment.
- Resolve customer problems by offering step-by-step solutions or remote assistance.
- Assist customer with basic account management and technical service inquiries.
- Document and track all customer interactions and issues using the company’s support management system.
- Escalate complex issues to higher-level technical support or appropriate departments when necessary.
- Follow up with customers to ensure that their issues are resolved and that they are satisfied with the service provided.
- Stay up to date with product knowledge, new services, and troubleshooting procedures.
Job Requirements:
- Experience:
Previous experience in a help desk, customer support, or technical support role is preferred, but not required. Experience with troubleshooting internet and networking issues is a plus. - Technical Skills:
Familiarity with internet service technologies (e.g., broadband, fiber, cable). Basic knowledge of networking concepts (e.g., IP addressing, DNS, DHCP). Proficiency in using troubleshooting tools such as ping, traceroute, and speed tests. Experience with router, fiber, and Wi-Fi configurations is beneficial. - Customer Service Skills:
Excellent communication and interpersonal skills to effectively assist and guide customers. Ability to explain complex technical issues in a clear and simple manner. Strong problem-solving skills and patience when assisting frustrated or non-technical users. - Attention to Detail:
High attention to detail to accurately document issues, solutions, and customer interactions. Ability to follow through on all cases and ensure complete customer satisfaction. - Technical Aptitude:
Strong ability to quickly learn new technologies and troubleshoot technical issues. Experience with support ticketing systems or customer relationship management (CRM) software is a plus. - Multitasking and Time Management:
Ability to manage multiple customer inquiries simultaneously while maintaining focus and accuracy. Efficient time management to handle support cases in a timely manner. - Soft Skills:
Strong written and verbal communication skills. Empathy and patience when working with customers, especially during technical frustrations. - Work Environment:
Ability to work in a fast-paced environment with frequent calls and customer inquiries. Flexibility to work various shifts, including some Saturdays (if needed), evenings, or depending on customer demand. - Background Check:
Successful completion of a background check may be required before starting employment.
Preferred Qualifications (Not Required):
- Certifications in IT support or networking (e.g., CompTIA A+, CompTIA Network+, or similar certifications).
- Experience working in the telecommunications or internet service industry.
- Knowledge of troubleshooting software and diagnostic tools.
Why Join Us?
We offer a collaborative and supportive work environment where your skills and expertise are valued. With continuous training and development opportunities, you will have the chance to advance you career in the tech support field. Competitive compensation, benefits, and a rewarding team atmosphere await you!
If you’re passionate about helping people, solving problems, and working with technology, we would love to have you on our team. Apply today and make a difference in the lives of our customers by emailing dave@ccwis.com your resume or mail it to our Reedsburg office at 2670F E. Main St., Reedsburg, Wisconsin 53959.
