Customer Service - Technical

Company: JOHNSON SERVICE GROUP
Location: Palo Alto
Posted on: January 8, 2025

Job Description:

Johnson Service Group has an immediate opening for a Technical Customer Service Representative. The successful candidate provides concierge-level support for our customers. They are skilled at handling escalated customer tickets and technically savvy in troubleshooting and resolving wireless network infrastructure issues.Days and Hours for this position are Wed - Sunday 1pm to 10pm. This can be on-site in Santa Clara, CA or Remote in California.Support is a key differentiator for our client. The Technical Customer Support Representative is responsible for the overall customer experience with our internet products and understands how critical it is when a customer's internet is down, as well as the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering, and Marketing. The person in the role will thrive with strong technical aptitude, a sense of urgency, and the ability to multi-task.Our ideal Technical Customer Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. They work well in a virtual team environment, are capable of handling multiple tasks at once, and adapt well to change and high-pressure deadlines. They must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills.Responsibilities and Duties

• Monitor the network for "hotspots" (volume of tickets from a particular area).
  • Compile data from customers/systems logs to locate the issue.
  • Watch ticket queue for related issues/events.
  • Escalate more significant network infrastructure issues and provide data to the engineering team.
  • Monitor UPS (Power outages) to ensure proactive resolution.
  • Assist Field Support Services (FSS) with issues that arise during installations and service calls.
  • Investigate customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion).
  • Work closely with the engineering team and customer support to troubleshoot issues.
  • Engage operations and schedule truck rolls/field visits when deemed necessary (CPE).Knowledge
    • Technical Troubleshooting skills
    • Problem-solving skills
    • Resourceful
    • Good knowledge of radios/frequencies/routers and network switches.
    • A good understanding of IP addresses and packet routing.
    • Excellent understanding/use of networking tools:
      • ping
      • MTR
      • Traceroutes
      • nmap
      • DNS
      • DHCP/Static
      • Speed test serversQualifications
        • Minimum 2 years of technical customer support
        • Strong technical aptitude
        • Billing experience
        • Bilingual (Spanish and English) desired but not required
        • Effective customer communication skills
        • Demonstrated ability to quickly establish customer rapport
        • Strong ability to multi-task and thrive in a fast-paced environment
        • Excellent interpersonal skills and ability to work effectively with cross-functional teams
        • Self-motivated and takes initiative with little direction
        • Familiarity with various tools like Slack, Zendesk, Hubspot, Zuper, etc.
        • Knowledgeable about WISP
        • Eligibility to work in the United StatesRate: $29 - $32/Hr.Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.Apply Now:Apply OnlineAbout Palo Alto, CAReady to take your career to new heights? Explore our job opportunities around Palo Alto, California, and discover the endless possibilities this thriving hub of innovation and culture has to offer. Nestled in the heart of Silicon Valley, Palo Alto is not only home to tech giants like Google and Facebook but also boasts a vibrant arts scene with renowned galleries like the Anderson Collection at Stanford University. Indulge your taste buds with the diverse culinary scene, from farm-to-table restaurants to trendy cafes. With easy access to the stunning landscapes of nearby parks like Foothills Park and the excitement of cheering on the Stanford Cardinal at Stanford Stadium, Palo Alto is the perfect place to grow both personally and professionally. Join us in this dynamic community and unlock your potential!
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Keywords: JOHNSON SERVICE GROUP, San Jose , Customer Service - Technical, IT / Software / Systems , Palo Alto, California