Technical Support 1

🕒 July 21

🏄 California – Remote

🏄 California – Remote

💵 $18 - $22 / hour

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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Race Communications

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

📡 Telecommunications

👥 B2C

🛍️ eCommerce

Telecommunications • B2C • eCommerce

Race Communications is a telecommunications company that provides high-speed internet and communication services to residential and business customers. They focus on delivering reliable broadband solutions, enhancing connectivity across various regions.

📋 Description

• Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties • Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, and phone lines • Guide customers through step-by-step troubleshooting instructions • Log customer interactions, issues, and resolutions accurately in the CRM system • Escalate unresolved or complex technical issues to higher-level support teams with detailed documentation • Maintain strong knowledge of company products, services, and equipment • Stay current with new technology, service updates, and industry trends • Educate customers on equipment, services, product features, usage best practices, and self-service tools • Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently • Maintain a professional and empathetic customer-service standard • Collaborate with support team members, field technicians, and network operations • Communicate service outages and network maintenance updates with realistic resolution timelines • Perform additional duties as required

🎯 Requirements

• Eligibility for US employment without sponsorship • Minimum 18 years of age • High School Diploma or GED or equivalent combination of education and experience is required • Minimum of one year customer support experience and/or equivalent work environment is required • Ability to type at least 40 words per minute accurately • Flexibility to work nights, weekends, holidays, and overtime as needed • Ability to communicate effectively in English, including speaking, reading, writing, and comprehension • Familiarity with CRM systems and practices preferred • Basic understanding of networking concepts, including IP addresses, routers, modems, and Wi-Fi preferred • Familiarity with troubleshooting tools and remote diagnostics preferred • Proficiency with customer management software and CRM systems preferred • Proficiency in Spanish desirable • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint, plus teleconferencing applications • Functional use of common office equipment, computers, and office software

🏖️ Benefits

• 100% company-paid medical and dental insurance • PTO (vacation, sick) • 11 paid holidays • Paid birthdays • 401k matching (4%) • Free fiber internet service for all employees living in the service area • Growth potential: promotions and new challenges • Competitive base salary • Collaborative, supportive, people-first culture • Culture built on integrity, mutual respect, and shared purpose