Tech & Sales Support Representative

Job Description:

  • Serve as a primary point of contact for clients through inbound and outbound communications
  • Provide frontline, first-level technical assistance to consumers
  • Support client-specific high-speed internet services and devices
  • Troubleshoot internet connectivity, performance, operating system, PC, browser, and device issues
  • Triage issues and apply appropriate resolution techniques
  • Demonstrate advanced product knowledge and resolve customer issues
  • Resolve issues on the first call as frequently as possible
  • Open and manage trouble tickets for user, data network, and operating system issues
  • Address and solve technical problems within expected time frames
  • Adhere to assigned work schedules, management directives, and TP policies
  • Deliver a positive, patient, courteous, and friendly customer experience

Requirements:

  • Over 18 years of age
  • HS Diploma or equivalent preferred
  • Comfort with desktop computer systems
  • Proven oral and written communication skills
  • Familiarity with personal computers, operating systems, software, and computer terminology
  • Demonstrated problem-solving skills
  • Ability to work independently and multitask
  • Ability to collaborate effectively with team members, supervisors, and support departments
  • Outstanding communication, listening, and analytical skills
  • Strong organizational and problem-solving skills
  • Ability to prioritize tasks and work well under pressure
  • Open-minded approach to feedback, evolving policies, and a structured schedule with varied shifts
  • Sharp critical-thinking skills
  • Proactive, solution-oriented approach to problem-solving
  • Dedicated workspace near router for hardwired Ethernet connection
  • Minimum internet speed of 15 Mbps download and 10 Mbps upload
  • ISP latency under 50ms
  • Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN
  • Proof of internet speed required

Benefits:

  • Comprehensive health benefits, which may include medical, vision, and dental
  • Employment Assistance Programs
  • Health and personal time off (HPT)
  • Leave programs as eligible
  • Competitive 401(K) plans
  • Life insurance
  • Supplemental medical coverage
  • Critical care insurance
  • Pet insurance
  • FSA plans
  • Retailer discounts
  • Limitless career advancement opportunities
  • Inclusive and diverse workplace culture
  • Support for active-duty service members, veterans, and military families
  • Reasonable accommodation during the application process
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