[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.
Responsibilities
β’ Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
β’ Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
β’ Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process
β’ Accurately log customer interactions, issues, and resolutions in the company's CRM system
β’ Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem
β’ Maintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendations
β’ Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers
β’ Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package
β’ Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently
β’ Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service
β’ Educate customers on product features, usage best practices, and self-service tools to enhance their experience
β’ Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues
β’ Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution
β’ Additional duties as required
Skills
β’ Eligibility for US Employment without sponsorship
β’ Minimum of 18 years of age
β’ High School Diploma or GED or equivalent combination of education and experience is required
β’ Minimum of one year customer support experience and/or equivalent work environment is required
β’ Ability to type a minimum of 40 words per minute with accuracy
β’ Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
β’ The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
β’ Familiarity with CRM systems and practices
β’ Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi)
β’ Familiarity with troubleshooting tools and remote diagnostics
β’ Proficiency with customer management software (CRM systems)
β’ Proficiency in Spanish Language desirable
β’ Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
β’ Functional use of common office equipment, computers, and office software
Benefits
β’ 100% Company-Paid Medical and Dental Benefits
β’ Free Fiber Internet Service
β’ PTO (vacation, sick)
β’ 11 paid holidays
β’ Paid birthdays
β’ 401k matching (4%)
β’ Free fiber internet service for all employees living in our service area
Company Overview
β’ Race 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/.
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Responsibilities
β’ Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties
β’ Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines
β’ Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process
β’ Accurately log customer interactions, issues, and resolutions in the company's CRM system
β’ Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem
β’ Maintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendations
β’ Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers
β’ Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package
β’ Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently
β’ Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service
β’ Educate customers on product features, usage best practices, and self-service tools to enhance their experience
β’ Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues
β’ Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution
β’ Additional duties as required
Skills
β’ Eligibility for US Employment without sponsorship
β’ Minimum of 18 years of age
β’ High School Diploma or GED or equivalent combination of education and experience is required
β’ Minimum of one year customer support experience and/or equivalent work environment is required
β’ Ability to type a minimum of 40 words per minute with accuracy
β’ Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
β’ The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
β’ Familiarity with CRM systems and practices
β’ Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi)
β’ Familiarity with troubleshooting tools and remote diagnostics
β’ Proficiency with customer management software (CRM systems)
β’ Proficiency in Spanish Language desirable
β’ Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
β’ Functional use of common office equipment, computers, and office software
Benefits
β’ 100% Company-Paid Medical and Dental Benefits
β’ Free Fiber Internet Service
β’ PTO (vacation, sick)
β’ 11 paid holidays
β’ Paid birthdays
β’ 401k matching (4%)
β’ Free fiber internet service for all employees living in our service area
Company Overview
β’ Race 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/.
Apply To this Job