Technical Support Representative

The position of Trusted Connections Front Line Care Agent consists of providing support to our customers who utilize our public Wi-Fi, VoIP and TV services throughout the world. This support encompasses billing and account related inquiries in addition to assisting users with technical troubleshooting.

Duties include:

• Provide support to location staff and end-users who are attempting to use our public Wi-Fi, VoIP or TV services at numerous locations throughout the world ranging from US military bases to hotels and banks.
• Assist end-users troubleshoot connectivity related issues through use of a variety of online diagnostic tools.
• Monitor deployed networks and escalate as needed for dispatch when remote troubleshooting indicates a network issue has developed which impact multiple end-users.
• Assist end-users with general questions that range from rate plan differences to service availability to potential contract requirements.
• Provide billing and account related support to end-users.
• Billing inquiry related support can include but is not limited to examining invoices, escalating credit and refund requests, updating recurring payment methods, or assisting end-users unsuspend accounts.
• Account related support can include but is not limited to updating contact information, assisting with Self-Care guidance, transitioning account plans, reviewing current and historical usage, helping cancel subscriptions or closing accounts.
• Document key aspects of each end-user interactions within our Case Management solution.
• Deliver end-user email support along with monitoring voicemail inbox and responding to inquiries.
• Perform other project related tasks as requested by your supervisor.

What you'll need

• Great communication skills showing you to be outgoing, friendly, kind and warm in demeanor; a “people person”.
• General knowledge of personal computer networking.
• Works effectively with other team members to provide exceptional support for both internal and external customers.
• Great analytical, problem-solving, and conceptual skills.
• Excellent time management.
• High School Diploma or GED.
• Excellent written and verbal communication skills.
• Must be willing to work shift schedules found in a 24x7 Call Center environment
• Must be willing to attend daily training sessions held Monday thru Friday 9am – 6pm for up to (4) weeks
• Must be able to multi-task
• Proficient in typing (Min. 35 WPM)
• Must be located in Texas
• Must be a US Citizen

What will help you on the job

• Prior experience setting up or managing a wireless network in a home or office environment.