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Technical Support / Help Desk Associate (Remote)


Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion to 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, VPN, access points/extenders, etc.)
  • Remote troubleshooting and resolution of support tickets
  • Leverage Enterprise IT & networking programs Slack, GSuite, Atlassian, LibreNMS, Salesforce Service Cloud
  • Help standardize technical support protocols for common customer issues
  • Work closely with Honest engineers and customer support personnel
  • Hours are flexible but will include some evening and weekend shifts (Eastern Time)


Personal attributes

  • Friendly and enthusiastic about bringing faster and more affordable connectivity to everyone you meet!
  • Excellent communication skills
  • Driven and highly organized
  • Calm temperament Comfortable handling time-sensitive, high-pressure customer issues in a friendly way
  • 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, clear communication, honesty with customers & team members, and fair dealings. By far the #1 quality we are looking for.
  • Comfortable working in multiple communication channels 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)
  • Knowledge of and ability to utilize support ticketing system remotely
  • Ability to be part of an “on call” after-hours rotation team
  • Comfortable working remotely through on-site technicians to resolve customer issues
  • Bonus CompTIA Network+ or equivalent certification; installation technician / in-the-field experience




Benefits

  • Competitive salary based on ability and proven track record
  • Stock options
  • Flexible schedule and time-off policy. This job starts with one weekday evening shift and one Saturday shift (totaling 10-15 hours), but there can be some flexibility in the schedule as well as an opportunity to take on more hours.
  • Collaborative environment
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