Department: Customer Support

Reports to: Customer Support Manager

Position: Full-time, Part-time, Non-exempt

Locations: Bluefield, WV & Rich Creek, VA

Pay:  Depending upon experience and qualifications

Full-time Benefits include:

• Medical Insurance
• 401k
• Holiday & Vacation Pay
• Employee Discounts

Description:

GigaBeam Networks is looking for a ISP Help Desk Technician. Successful candidate will provide technical support to our end users / customers.

General Job Description:

Responsible to provide excellent support to end users. This is a customer-orientated position that requires information retention skills and a high level of motivation to learn. The primary role of this position is to manage incoming calls, emails, and tickets. Provide support by detailing ticket information, managing follow-up calls, troubleshooting service issues, and communicating with all team members. It is the responsibility of this roll to work tickets/calls received and handle all communications in an efficient manor to ensure the clients satisfaction is met. 

Core Responsibilities:

• Answering calls related to consumer network issues and collect a complete description of the problem.
• Ticket Management (Open, Provide Detailed and Complete Ticket Information, Track, Update, Route, Close)
• Perform basic troubleshooting methodology with the end user based on training and on scripted flow-trees.
• Take ownership of user problems and follow up on the status of problems on behalf of the user with ISP and communicate progress in a timely manner.

Skill Requirements:

• Knowledge of Windows OS and MS applications.
• Documentation Skills, Telephone Skills, Reporting Skills and Active Listening Skills.
• Excellent communication skills – written and oral.
• Self-starter/self-motivated.
• Basic ISP and networking knowledge – Devices and Principles.
• Strong organizational, multi-tasking, detail-oriented, and time management skills.
• Strong team work skills.
• Ability to maintain a high level of professionalism.

Skills Preferred:

Knowledge of Internet Routing and protocols

Additional Requirements:

Completed HS Diploma or equivalent.

Required to complete and pass background check with employment verification