Customer Technical Support Representative

Job Description

Job Description

A Smarter Career Choice

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

This is an in-office position located in Jacksonville, FL. Local candidates only.

Multiple shifts available- 1st shift, 2nd shift, 3rd shift, Overnights.

Position Summary :

The Customer Technical Support Representative provides technical support to our customers regarding their IQ Fiber internet service. In this role you will be troubleshooting customer internet connections and home Wi-Fi. You will also assist customers with new service requests, installation and service questions, and billing status.

Our customer support team is a fun, energetic, and resourceful team who enjoy providing the very best customer service via phone, email, and chat while working in our Jacksonville office.  Success in this role requires a genuine enthusiasm for technology and a keen interest in assisting customers reach a resolution using problem-solving skills.

Essential Duties and Responsibilities :

• Exceed customer expectations at every opportunity.
• Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails).
• Manage customer communications received via multiple sources – phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns.
• Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered.
• Complete change of service requests and make updates to accounts per customer requests.
• Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.
• Provide excellent customer service support including technical troubleshooting of service issues to customers calling in or chatting in for help.
• Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Ensure details of the customer interaction are captured by opening trouble tickets where applicable, documenting the interaction, actions taken & details of how issue was resolved.
• Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete.
• Respond to escalated calls from customers and service techs during installation or service calls.
• Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction.
• Ensure that service-impacting events are worked timely to minimize service outages.
• Provide customers with updates on the progress of the work orders and / or trouble tickets.
• Follow-up with potential customers to convert leads to orders or to finalize orders.
• Provide manager with regular updates on common problems encountered and identify possible longer-term solutions / improvements to reduce future problems.
• Use communication channels to inform the team of important issues and information which will help improve team performance.
• Effectively communicate IQ Fiber’s product and service offering.
• Navigate through multiple systems.
• Perform other duties as assigned.

Qualifications and Skills :

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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