Technical Support / Help Desk Associate

Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion for helping our internet subscribers receive a fast, stable and secure internet connection and troubleshoot LAN issues with a friendly and professional demeanor.

Primary Responsibilities

• Handling incoming customer communications via phone, text, web chat, and email. Everything from answering questions from prospective customers who are interested in our service to billing to more advanced technical troubleshooting
• Setting up and troubleshooting a variety of WAN/LAN/Cloud network technologies and infrastructure devices (i.e. routers, switches, firewalls, VPNs, access points/extenders, etc.)
• Remote troubleshooting and resolution of support tickets
• Leveraging enterprise IT & networking programs: e.g. Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud
• Creating and maintaining internal documentation for training and reference
• Working closely with Honest engineers, field technicians, and customer support personnel
• Working shifts that may include evenings or weekends

Personal attributes

• Friendly and enthusiastic
• Excellent communication skills
• Self-motivated and driven
• Ability to stay calm and clear-headed when dealing with angry customers and time-sensitive troubleshooting
• Technically savvy and comfortable dealing with a variety of residential and small business customer network set-ups

About Honest Networks, Inc.

Honest Networks believes high quality and affordable internet service is a great enabler for our communities, providing the fundamental infrastructure to learn, create and enjoy. We are a fast-growing, venture-backed, internet provider headquartered in downtown Manhattan. We are focused on providing the gigabit internet service at affordable, transparent prices, with exceptional customer service. We do this by employing employees with high integrity, a strong work ethic and a passion for learning. If working in a fast-paced, results-oriented and mission driven environment excites you, we encourage you to apply and join our team. Learn more at www.honest.net

Requirements

• Outstanding customer service: friendly demeanor, sincere empathy for customer issues & frustrations, highly responsive to support tickets/issues
• Comfortable working in multiple communication channels simultaneously: email, text, phone calls, live chat
• 1+ years in technical support, help desk or other IT-related, customer-facing role
• Comfortable working in a command line interface (CLI)
• Ability to work outside of normal business hours
• Comfortable working remotely through on-site technicians to resolve customer issues
• Strong preference for experience as an installation technician or other field experience
• Bonus: CompTIA Network+ or equivalent certification

 

One more thing

In your cover letter, please answer the following question: According to honest.net, what is the monthly price for Home Gigabit service?

Benefits

• Competitive salary with an estimated range of $20-25/hr based on capabilities and track record
• Stock options
• Flexible schedule
• Paid time-off
• Medical and dental benefits
• Collaborative environment