Technical Support Representative

Overview: The Technical Support Representative is responsible for assisting customers via phone and live chat by identifying the primary symptoms and root causes of the customer's internet issue as well as programming and troubleshooting Surf's managed routers. They are also responsible for scheduling service appointments when a technician visit is required.

Reports to: Technical Support Manager

Job Status: Non-Exempt

Responsibilities:

• Educate customers about our services and how they function using simple, easy to understand language.

• Interact with customers in a friendly, professional and patient manner.

• Deliver excellent customer service by providing technical support for the following services provided by Surf Internet.

• Fixed wireless and fiber internet connections

• Whole-home managed Wifi

• Phone services

• TV services

• Schedule service call appointments as needed to resolve customer issues with the services listed above.

• Document all customer interactions thoroughly using our ticketing system.

• Respond in a timely manner to technical support requests using the phone and live chat support methods.

• Escalate suspected infrastructure issues to the network operations team.