[Remote] Technical Support 1 - Remote - CA Only

Note: The job is a remote job and is open to candidates in USA. Race Communications is a fiber internet provider committed to connecting California communities since 1994. They are seeking a Technical Support Representative 1 to provide prompt and efficient technical support to customers, serving as the first point of contact for troubleshooting internet and phone service issues.ResponsibilitiesRespond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficultiesDiagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone linesWalk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting processAccurately log customer interactions, issues, and resolutions in the company's CRM systemEscalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problemMaintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendationsStay up-to-date with new technology, service updates, and industry trends to effectively assist customersEducate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications packageProvide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independentlyEnsure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer serviceEducate customers on product features, usage best practices, and self-service tools to enhance their experienceWork closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issuesCommunicate service outages or network maintenance updates to customers and provide realistic timelines for resolutionAdditional duties as requiredSkillsEligibility for US Employment without sponsorshipMinimum of 18 years of ageHigh School Diploma or GED or equivalent combination of education and experience is requiredMinimum of one year customer support experience and/or equivalent work environment is requiredAbility to type a minimum of 40 words per minute with accuracyFlexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needsThe ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communicationFamiliarity with CRM systems and practicesBasic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi)Familiarity with troubleshooting tools and remote diagnosticsProficiency with customer management software (CRM systems)Proficiency in Spanish Language desirableProficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applicationsFunctional use of common office equipment, computers, and office softwareBenefits100% Company-Paid Medical and Dental BenefitsFree Fiber Internet ServicePTO (vacation, sick)11 paid holidaysPaid birthdays401k matching (4%)Free fiber internet service for all employees living in our service areaCompany OverviewRace Communications is a leading provider of fiber-to-the-home (FTTH) services, committed to delivering reliable, high-speed internet to communities across California. It was founded in 1994, and is headquartered in South San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://race.com/.