Tier 1 Customer Support
Title: Tier 1 Customer Support
Department: Technical Support
Location: Byron Center, MI
Time Requirement: Full-Time, 40 hours/week
Reports To: Technical Support Tier 2, Technical Support Tier 3, Customer Support Manager
Job Description Overview
FreedomNet Solutions is a privately held company in Byron Center, MI since 2001. As a provider of wireless internet service in Michigan, we have always believed that everyone deserves the opportunity to have access to high-speed internet. FreedomNet is a growing company in need a of a full-time Tier 1 customer service representative.
The technician’s primary function will be to effectively support FreedomNet Solution’s residential and business customers. Support includes telephone call center and technical internet troubleshooting as well as interfacing with other FreedomNet employees on network projects.
Duties and Responsibilities
- Ability to provide excellent customer service.
- Respond to customer inquiries in a timely manner and within service level objectives.
- Answering phone calls and coordinating service issues among departments.
- Effectively communicate with customers and coworkers.
- Provide basic troubleshooting for internet customers.
- Create, respond, and resolve customer driven trouble tickets while adhering to established procedures.
- Following up with customers ensuring their needs are met.
- Using various software used within the organization.
- Conducts all customer interactions in a manner that represents FreedomNet Solutions in a positive light. Support members are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by FreedomNet Solutions.
- Previous customer service experience strongly desired.
- Customer-focus and stress tolerance.
- Excellent communication, telephone and written skills.
- Ability to multitask, work in a fast paced work environment, and perform with a sense of urgency.
- Excellent organizational skills and attention to detail.
- Willingness to learn new technologies.
- Previous IT experience strongly desired.
- Pursuing a bachelor’s degree, associate’s degree, or IT certifications preferred, but not mandatory
Please forward all communications to email@example.com