Tier 2 Technical Support Specialist
Job Description
Provide tier 2 technical support for network solutions in Gilbert, AZ onsite.
Responsibilities
- Deliver tier 2 technical support for network solutions to customers, installers, and repair technicians
- Assess customer needs, clarify details, and investigate issues to recommend solutions and/or alternatives
- Maintain accurate conversation and case notes in the call center database in a clear, understandable way
- Follow up with customers, provide feedback, and work cases through to resolution
- Use strong customer service skills with a customer-centric approach
- Follow communication scripts for different topics
- Track, route, and redirect problems to the correct resources as needed
Requirements
- Basic networking knowledge, including a strong understanding of routers and switches
- At least 6 months experience in a customer support role
- Basic understanding of ISP technologies: Cable, Fiber, DSL, 4G, 5G
- Basic understanding of IP addressing, including Static and DHCP configuration
- Strong customer-facing and communication skills
- At least 6 months experience troubleshooting basic networks
- Good computer skills, including familiarity with the Microsoft Office suite
- Ability to multitask
- A+ and CompTIA Network+ qualifications are a plus
Tools & Technologies
- Microsoft Office suite
- Routers and switches
- Static IP configuration
- DHCP configuration
Benefits
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off
- Flexible schedule
Pay & Work Hours
- $20.50 per hour
- $18.00 per hour for training
- Hours of operation: 7 days a week, 24 hours a day
- Schedule bids: 5-day, 8-hour shifts
- 100% attendance and schedule flexibility every 6 months shift bids
- Availability is based on business needs and performance
Additional Details
- Job type: Full-time
- Work location: In person
- Work schedule: Schedule based on business needs and performance
Why Choose ARCSmart
- Promotion from within
- Family environment
- Paid training
- Game area
- Quiet room
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