Love Your Mondays again!

Residential Tech Support Agent

Our Residential Tech Support Agents are the voice of to our Residential Metronet customers who are having issues with their internet, phone, or cable services. This is an in-bound call center position where you are providing that help desk and technical support/troubleshooting to our customers when they are inconvenienced most. To be successful in this role, the ideal candidate would need to be tech savvy, have strong customer service and communication skills, as well as be able to multi-task in this fast-paced environment.

ESSENTIAL JOB FUNCTIONS:

• Respond to live customer inquiries via phone, chat, and email.
• Determine the scope of customer issues in an effective and professional manner
• Effectively resolve customer issues timely
• Properly document all customer interactions
• Represent MetroNet professionally and ethically
• Maintain a high level of customer satisfaction with focus on first call resolution and truck roll prevention
• Provide ONT troubleshooting, rebuilding, and provisioning
• Complete router troubleshooting and setups
• Provide voice service troubleshooting and reset voicemail passwords
• Educate customers on setting up their customer portal account

JOB QUALIFICATIONS AND REQUIREMENTS:

• High School Diploma or GED
• A+ Certification is Preferred
• Experience in Service Specific Troubleshooting Methods
• Responsible, Self-Motivated, Organized, and a Quick Learner
• Analytical/Logical Problem-Solving Skills
• Patient - The Ability to Guide and Teach via the Phone

• Adaptability to Change – Ability to work in a fast-paced, evolving environment
• Ability to comfortably multi-task with multiple systems and interactions
• Personal accountability- Ensure all interactions are handled with quality and the customer experience in mind
• Collaboration- Ability to work in a team environment

WHAT WE OFFER

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metro net is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career !

At Metronet, we are the nation’s largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

Pay Rate: $17.00/hr.

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