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Gateway Fiber · 1 month ago

Technical Service Representative (TSR)

Wright City, MO, USA

Full-time

Onsite

New Grad, Entry Level

Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. They are seeking a Technical Service Representative (TSR) to support their growth objectives and enhance customer experience by providing technical support and troubleshooting for internet services.

InternetReal EstateResidentialWireless

Responsibilities

Provide technical and network problem solving resolutions to end-users (customers)

Demonstrate an ability to diagnose an end-user’s issues and guide them through a step-by-step process to solutions

Exceptional ability to understand, troubleshoot, and repair residential wireless network issues and problems

Diagnose and resolve technical hardware and software issues involving internet and VoIP connectivity

Follow standard processes and procedures

Identify and escalate priority issues per Client specifications

Redirect problems to appropriate resources

Provide excellent customer service support including technical troubleshooting of service issues

Resolve every incoming customer request as quickly and efficiently as possible while maintaining a pleasant professional demeanor

Manage customer communications received via multiple sources – phone, email, text, & social sites

Exceed customer expectations at every opportunity

Effectively communicate Gateway’s product and service offering

Follow-up with potential customers to finalize orders

Qualification

Network troubleshootingTechnical problem solvingCustomer service skillsMS Office proficiencyVerbal communicationWritten communicationAttention to detailTeam collaborationProblem-solving capability