Technical Support Representative

Job description

This position is remote, but does require full-time residency in the state of Oregon. This position currently works 4-10 hour shifts per week that are scheduled between the hours of 7AM-9PM Sunday-Saturday. DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a Technical Support Representative to join our team. Why work at DFN? At DFN, we strive to take care of our employees on and off the job. Just to highlight a few of our amazing benefits - We offer a 200% 401(k) match capping at 9% 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options. Free 1 Gig high speed fiber internet service if you live within our service territory. PTO package and 10 paid holidays including two days off for your birthday. POSITION PURPOSE: This position provides front-line technical and customer support for Douglas Fast Net’s products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner , and escalating complex issues according to established procedures. OUR CUSTOMER COMMITMENTS: We expect every DFN team member to embody the following values- Customer First: Every action we take is grounded in meeting customer needs. 100% Local: We live here, work here, and care deeply about the people and communities we serve. Enhancing Lives: We recognize that we are enabling life’s most important connections, work, education, health, and family. The Best: We push for excellence in service, reliability, and value, every time. CORE VALUES: Commitment: You bring energy, loyalty, and perseverance to every interaction. Leadership: You communicate clearly and motivate others by example. Pride: You take pride in delivering service that goes above expectations. Tenacity: You don’t stop until the customer is taken care of, completely ESSENTIAL FUNCTIONS: Provide resolution of entry level support issues spanning all of DFN’s products and services. Monitor customer tickets and respond in a timely manner . Document and escala te tickets per DFN support procedures. Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs. Manage multiple tasks/priorities simultaneously. Assist in day-to-day order entry and processing. Assist Broadband Technicians in turn-up and troubleshooting. Clean and reset returned equipment for redeployment. This job description covers the most crucial key and supplemental duties performed in the position, but does not include other occasional work, which may be similar, related to, or a logical assignment for the position. Other projects will be assigned as needed. QUALIFICATIONS: High school diploma and two years of technical support or equivalent work experience required . Excellent attendance and punctualit y required . Customer service oriented. Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution. Strong interpersonal skills to build rapport with prospective and existing customers. S trong problem solving, diagnostic and technical troubleshooting skills. Ability to master new software and applications specific to the industry and position . Positive att itude and strong work ethic as this is a high productivity position with a large degree of autonomy. Self-motivated , ability to work independently and in a team Ability to communicate effectively, both orally and in writing Able to meet physical demands with reasonable accommodations if necessary . DFN is a drug free workplace. All employees are required to successfully complete a pre-employment drug screen as well as random and for cause screens during employment as applicable .