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Technical Support Representative

Technical Support Representative

Douglas Fast NetRoseburg, OR, US
19 hours ago
Job type
  • Full-time
Job description

Technical Support Representative

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.

This position is remote, but it 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.

POSITION PURPOSE :

This position provides front-line technical and customer support for Douglas Fast Nets 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 lifes 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 dont stop until the customer is taken care of, completely.

    • ESSENTIAL FUNCTIONS :

  • Provide resolution of entry level support issues spanning all of DFNs products and services.
  • Monitor customer tickets and respond in a timely manner.
  • Document and escalate 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.

    • QUALIFICATIONS :

  • High school diploma and two years of technical support or equivalent work experience required.
  • Excellent attendance and punctuality 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.
  • Strong problem solving, diagnostic and technical troubleshooting skills.
  • Ability to master new software and applications specific to the industry and position.
  • Positive attitude 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.
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    Technical Support Representative • Roseburg, OR, US

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