GoNetspeed

Gigabit fiber internet provider, no contracts

Technical Support Technician

Telecommunications EngineeringConfirmed live in the last 24 hours

Full-timeRochester, NY, USA$20 - $25 /hrIn-person

About the Job

Requirements

Experience troubleshooting at least one of dial-up internet, transport and voice-switched services, or IP network technology.
Preferred experience with Microsoft Excel, Word, Access, Visio, and WAN/LAN technology.
Knowledge of telecommunications technology, products, and services.
Strong self-motivation and abilities in administration, coordination, and prioritization.
Skill in operating personal computers, telephone systems, and other office equipment.
Skill in identifying and resolving subscriber problems.
Ability to communicate professionally and courteously with customers, employees, and business contacts.
Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment.
Ability to pay close attention to detail.
An associate degree or equivalent experience, plus one to three years of telecommunications experience.

Responsibilities

Document all calls in the ticketing system.
Communicate complex technical issues to customers in an easy-to-understand manner.
Respond professionally and proficiently to internal and external customers.
Perform customer callbacks as appropriate and provide small-business customer support.
Proactively monitor in-service systems and respond appropriately to major events.
Answer incoming customer repair calls.
Serve as the first point of contact for customers regarding technical and small-business account support.
Perform ILEC and CLEC dispatcher duties.
Set up new data and/or voice installations.
Resolve customer complaints.
Process trouble tickets for data and voice customers.
Provide Level I and potentially some Level II troubleshooting and technical assistance for voice-switched, optical transport, internet, and IP-based networks across ILEC and CLEC operations.
Interface with other work groups as needed.

Desired Qualifications

Experience with Microsoft Excel, Word, Access, Visio, and WAN/LAN technology.

Salary Range: 20 to 25 (Currency: USD) (Pay period: per-hour-wage)

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This person will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations. This person will directly report to the Technical Support Manager and will interface with the other work groups as needed.

Essential Job Functions:

Basic overall:

Clearly documenting ALL calls via our Ticketing System.

Communicating complex technical issues to customers in an easy-to-understand manner.

Respond professionally and proficiently to internal and external customers.

Perform customer call backs as appropriate and small business customer support.

Proactively monitor all in-service Systems and respond to major events appropriately.

Ability to work in a fast-paced environment and multi-task proficiently.

Level I Support:

Answer incoming Customer repair calls.

Be the first point of contact for our customers concerning technical / small business account support.

Perform duties as ILEC and CLEC Dispatcher.

New installation setup – data and/or voice.

Resolve customer complaints of any type.

Trouble ticket processing data and voice customers.

Knowledge, Skills, and Abilities:

Experience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology.

Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred.

Knowledge of telecommunications technology, products and services.

Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities.

Skill in operating various office equipment such as personal computer and telephone systems.

Skill in identifying and resolving subscriber problems.

Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.

Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.

Ability to pay close attention to detail.

Education and Experience:

Associates degree or equivalent experience plus one to three years telecommunications experience.

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.

About the Company

GoNetspeed

Gigabit fiber internet provider, no contracts

GoNetspeed provides high-speed fiber optic internet to homes and businesses in Connecticut, Pennsylvania, and New York. Its service uses a fiber network to deliver fixed, fast speeds—up to synchronous gigabit rates—with no data caps and no long-term contracts, billed as monthly subscriptions. The company differentiates itself by offering straightforward pricing and flexible terms, aiming to attract customers who want a reliable alternative to traditional cable providers. Its goal is to expand its fiber network and roll out service to more communities, continuing to upgrade infrastructure to improve speed and reliability.

Company size: 201-500
Company stage: N/A
Total funding: $112.5M
Headquarters: Rochester, NY
Founded: 2016

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