Tier 2 Technical Support

Responsibilities

The Tier 2 Technical Support Advisor handles inbound calls to resolve technical issues regarding wireless products and services. They also document problems in a trouble ticket system and collaborate with internal departments to ensure one-call resolution.

Requirements

Candidates must have a high school diploma or equivalent, with an associate degree preferred. Applicants should be tech-savvy, possess strong communication skills, and be able to work a variable schedule including weekends and overtime.

Skills

• Technical support
• Customer service
• Troubleshooting
• Multitasking
• Verbal communication
• Written communication
• Network support
• Problem documentation
• Windows-based computers
• Time management
• Punctuality
• Attention to detail

Benefits

• Health insurance
• Medical
• Vision
• Dental
• Short-term disability
• Life insurance
• Free phone service
• Tuition reimbursement
• 401(k) with company match
• Vacation
• Sick leave
• Holiday pay

About this role

Are you passionate about technology, whether it be gaming, building computers or just helping friends/family with the most recent phones? Then you will fit right in at Viaero as a Tier 2 Technical Support Advisor.

We train our Tier 2 Technical Support Specialists to work onsite at our Call Center and be our in-house experts when it comes to resolving technical device and network issues for our customers. They strive to provide one-call resolution. Tier 2 Advisors will work closely with Customer Service, Network Operations and Field Operations to provide technical support and assistance to our customers. Because of the nature of this position, candidates must possess outstanding work skills including, but not limited to, excellent verbal and written communication skills, ability to multitask and work under pressure, strong understanding of technology, and most importantly a commitment to the customer for a fast resolution. 

On-call and weekend shifts are done by rotation. 

Responsibilities and Duties:

* Provide strong customer service to internal and external customers
* Handle a large volume of inbound calls from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
* Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience 
* Provide support to internal and external customers for text, multimedia messaging and internet equipment and services
* Utilize tools and resources to troubleshoot network complaints and provisioning errors 
* Document problems with high degree of accuracy utilizing a trouble ticket system
* Achieve quality assurance standards for consistent performance
* Demonstrate consistent and punctual attendance. Must be able to work a variable schedule and overtime when necessary
* Provide input on the implementation of new products to improve the efficiency of resolution of network issues 
* Assist and provide guidance to new team members
* Additional duties as required. 

Qualifications:

* High School diploma or equivalent is required
* Associate Degree preferred
* Bilingual (Spanish/English) is a plus
* Tech savvy and have an aptitude for understanding technology 
* Energetic, able to work under pressure in dynamic, fast-moving environment 
* Exceptional customer service skills 
* Outstanding verbal and written communication skills
* Detail oriented 
* The ability to multitask and strong troubleshooting skills 
* The ability to learn about our network and technical features of our products to improve efficiency
* Experience working with Windows-based computers, including general office software 

What we offer:

* Competitive pay 
* Growth opportunities
* Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, freephone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave, and holiday pay.

IND123

About 6a50a441-0c02-4ca6-820d-7e08686aa9a0

Wireless Services · 501-1,000 employees · headquartered in Fort Morgan, CO · founded 1991