Job Responsibilities:

• Respond to customer inquiries, issues, and complaints via phone and email.
• Instruct network carriers to troubleshoot circuit outages and usability problems.
• Communicate with application service providers/resellers to address customer inquiries.
• Provide remote guidance to customers to help isolate the cause of internet connection outages.
• Offer basic instructions to customers on using applications and internet-related services.
• Escalate trouble tickets to the engineering team when issues exceed the scope of 1st level support.
• Manage ongoing service tickets, ensuring service levels meet expectations.
• Send timely notices to customers for planned or unexpected service outages.
• Open tickets with the datacenter regarding inquiries or troubleshooting issues.
• Create, revise, and translate manuals, documents, and reports as needed.
• Standard working hours are 9:00 AM to 5:00 PM Eastern Standard Time (EST).
• As part of a team, cover working hours from 9:00 AM to 5:00 PM Pacific Standard Time (PST) (12:00 PM - 8:00 PM EST), Monday through Friday, in case of the absence of another customer support representative.
• Collect information from the Professional Services department to support and troubleshoot LAN issues. Create manuals and lead customer support staff in performing LAN troubleshooting.

Reporting Structure:

• Reports to the Manager, Customer Support and/or General Manager, Professional Services, and/or Chief Operating Officer. Other reporting persons may be designated by the President & CEO as necessary.

Additional Information:

• This is a PC support and helpdesk role where tickets are received and escalated to the Professional Services (PS) department if unresolved.
• No prior IT experience is required, but interest in the field is encouraged. Suitability will be evaluated during the interview process.
• The role levels are defined as follows: Customer Support (Tier 1) → ATS (Tier 2 or higher) → Engineer.