Technical Support Representative

November 13

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Vero Networks

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Telecommunications • eCommerce • B2C

Vero Networks is a broadband service provider offering fast, reliable, and affordable fiber internet to both residential and business customers. The company emphasizes a simple pricing model with no contracts or hidden fees, aiming to enhance online experiences through effective customer service and high-speed internet. With a focus on seamless streaming and complete home WiFi, Vero Networks aims to deliver satisfactory internet services that meet the needs of its users.

51 - 200 employees

Founded 2017

📡 Telecommunications

🛍️ eCommerce

👥 B2C

💰 Venture Round on 2024-09

📋 Description

• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues. • Monitor inbound emails from customers and automated systems. • Create/manage incident and service request in the ticketing system. • Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible. • Coordinate maintenance and repairs with field support, network engineers, and vendors. • Provide regular notifications to customers on network outages and/or upgrades. • Document all processes and outages through the internal ticketing systems.

🎯 Requirements

• Experience working 2-3 years in a technical support role. • High School diploma or GED. • Successful training or certification in Cisco, Cambien, Calix and Juniper. • Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc. • Understanding of the essentials of data and signal flow through a network. • Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services. • Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods. • Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care. • Ability to organize and prioritize work and adapt to changes quickly. • Self -guided approach to learning and gaining knowledge in addition to company provided training. • Self-motivated with the ability to work in a fast paced, team-based environment. • Ability to effectively solve problems or escalate issues as needed.

🏖️ Benefits

• This has no travel requirements • Must be authorized to work in the United States • The schedule for this position is based on company requirements for the role