Online Technical Support Agent

At Nomad Internet, we are passionate about providing reliable high-speed internet to rural communities. We understand the challenges that come with poor internet service, and we are dedicated to making a difference. Our innovative solutions, including C-band spectrum and advanced modems, enable most customers to experience speeds between 100-200mbs.

Job Overview : As an Online Technical Support Agent, you will deliver outstanding real-time assistance to our customers through web-based chat, and inbound and outbound calls. Your role will involve troubleshooting technical issues, addressing product inquiries, and ensuring customer satisfaction.

Responsibilities :

• Manage customer inquiries through live chat and phone calls efficiently and effectively.
• Diagnose and resolve technical issues related to our products and services.
• Provide clear and concise step-by-step solutions to customers.
• Offer insights for issue resolution and recommend potential product enhancements.
• Collaborate with cross-functional teams, including phone and email support.
• Document support interactions accurately in our CRM system.
• Escalate unresolved issues to relevant internal teams.
• Meet or exceed key performance indicators, including response times and customer satisfaction ratings.
• Stay updated on product knowledge, technical specifications, and company policies.

Qualifications :

Skills :

Work Environment : This position offers flexibility and can be performed remotely or in an office setting. Shift work, including weekends and holidays, may be required.

Compensation and Benefits :