Community Internet Providers is changing the way people see customer service by building up the communities around us and becoming a servant leader in our industry. We are building a team of experts to give our customers and experience that they will want to share with others.
This role within CIP’s Tech Support Team is responsible for monitoring, supporting, and troubleshooting the infrastructure within CIP’s Fiber and Wireless Network.

Responsibilities:

• Monitor, troubleshoot, and maintain records of service impacting events.
• Utilize Ticketing system working with internal operations and Customers to isolate and re-mediate problems remotely if able, then to dispatch operations staff should the need arise.
• Provide phone support as needed to customers, and Call Center Employees
• Communicate and collaborate with team members to troubleshoot and resolve various types of network issues and outages
• Maintain a working knowledge of all equipment deployed in CIP Infrastructure
• Collaborate with the call center employees and Network operations on how to resolve carious types of customer network issues and outages.

• Answer the phone in a courteous, timely and professional manner
• Guide customers through their purchasing experience with thoughtful questions, insightful answers, and sharing your expertise.
• Respond in a timely and accurate manner to routine customer concerns, insure that the customer is treated in a respectful and professional manner.
• You will make recommendations that make sense for our customer in helping them get the most out of their CIP experience.
• Show professionalism and integrity when setting up a new customer, answering questions, or making changes to the customers billing or services.
• Setting the customer up for success by setting clear expectations with the customer and walking them through the "CIP Difference".
• Collectively own the customer experience and resolve issues, creating a seamless experience.
• Comply with requirements surrounding confidential information and personal information and billing policy and procedures
• Work alongside peers, leaders, and other departments, learning and sharing ideas, while serving customers and providing resolutions to issues.
• Successfully identify and hand-off customers to technical support when needed.
• Stay current on all system and products to grow our skills and maintain proficiency on company requirements and our core values.
• Support Team initiative and help create a passionate environment.

Requirements:

• High School diploma or GED
• Computer literacy
• Flexibility to work occasional nights, weekends, and holidays.
• Ability to embrace change and adapt as we continue to grow as a company and define roles.
• ability to read, follow instructions, communicate, and document clearly.
• Learn new processes and skills, grow knowledgeable of systems, and develop proficient on our company values, organizational requirements, and competencies, needed to thrive in your role.
• Flexibility and responsible for other duties/projects as assigned by department management, as needed.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Wills Point, TX 75169: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 1 year (Preferred)

Work Location: One location

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