Technical Support Representative

Responsibilities

• Assist customers via phone and live chat to identify root causes of internet issues
• Program and troubleshoot managed routers for fixed wireless and fiber connections
• Educate customers on services using simple, easy-to-understand language
• Provide technical support for whole-home managed Wifi, phone, and TV services
• Schedule service appointments for technician visits when required
• Document all customer interactions thoroughly within the ticketing system
• Escalate suspected infrastructure issues to the network operations team

Requirements

• High School Education or equivalent
• Basic networking knowledge, including static IP reservations and router configuration
• Familiarity with RF technology, including interference mitigation and channel bandwidth
• Understanding of internet performance metrics such as speed, latency, and jitter
• Proficiency with Windows, Mac OSX, iOS, and Android operating systems
• Ability to work weekends
• Ability to remain professional and patient while working under stress

About the Company

Surf Internet provides high-speed connectivity solutions, including fixed wireless and fiber internet, managed Wifi, and telecommunications services to its customers.