Job Description:
As a Tier 2-3 Tech Support Specialist at Fox Valley Internet, you’ll play a crucial role in resolving advanced customer issues related to wireless equipment, email, and VoIP services. You will collaborate with Tier 1 support specialists and work on escalated cases to ensure exceptional customer service and satisfaction.
Responsibilities:
- Investigate and resolve advanced customer issues related to wireless antennas, routers, email, and VoIP services
- Collaborate with Tier 1 support to address complex issues, providing expert guidance and solutions
- Assist in the development and implementation of troubleshooting procedures and knowledge base articles for Tier 1 support
- Continuously improve your knowledge of our products and services, staying updated on the latest developments and best practices
Requirements:
- Excellent communication and problem-solving skills
- In-depth understanding of wireless equipment, email, and VoIP technologies
- Previous experience in a Tier 1 or Tier 2 technical support role
- Ability to work well in a team-oriented environment and adapt to a dynamic work atmosphere
- Strong customer service skills and a commitment to providing exceptional support