Job Summary

Provide II Tier Level customer service and technical support for a local Internet Service Provider in the Bay Area. Effectively troubleshoot with customers via telephone and email correspondence of Wireless High-speed Internet connectivity, VoIP inquiries, and service issues. Ensures customer satisfaction by assisting and resolving in a variety of customer issues. This role is highly client-centric and requires an attitude of client advocacy.


  • Effectively troubleshoot Data and VoIP issues over the phone or email to effectively identify, resolve or dispatch customer service issues.
  • Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
  • Process trouble call, installation, service change, and disconnect work orders according to departmental policies and procedures.
  • Resolve problems on the first call, with a minimum of transfers, by consistently improving personal technical knowledge and understanding.
  • Participation in Client Support on-call rotation.
  • Other duties as assigned or required.


  • Bachelors Degree or equivalent.
  • Strong interpersonal skills with the ability to relate to customers, peers, and management.
  • Thorough knowledge of RF troubleshooting and IP Networking.
  • Ability to learn and retain new information and concepts quickly.
  • Ability to diagnose and solve problems.
  • Ability to follow directions and follow through.
  • Strong technical understanding and ability to convey technical issues to a non-technical audience.
  • Proven good judgment and proactive decision-making skills.
  • Must be familiar with Internet and software applications.
  • Must be able to work any shift, day or night.
  • Ability to type 35 WPM.
  • Background check required.

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