Technical Support Representative
DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a Technical Support Representative to join our team.
This position is remote, but it does require full-time residency in the state of Oregon. This position currently works 4-10 hour shifts per week that are scheduled between the hours of 7AM-9PM Sunday-Saturday.
POSITION PURPOSE :
This position provides front-line technical and customer support for Douglas Fast Nets products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner, and escalating complex issues according to established procedures.
OUR CUSTOMER COMMITMENTS :
We expect every DFN team member to embody the following values :
- Customer First : Every action we take is grounded in meeting customer needs.
- 100% Local : We live here, work here, and care deeply about the people and communities we serve.
- Enhancing Lives : We recognize that we are enabling lifes most important connections, work, education, health, and family.
- The Best : We push for excellence in service, reliability, and value, every time.
CORE VALUES :
Commitment : You bring energy, loyalty, and perseverance to every interaction.Leadership : You communicate clearly and motivate others by example.Pride : You take pride in delivering service that goes above expectations.Tenacity : You dont stop until the customer is taken care of, completely.ESSENTIAL FUNCTIONS :
Provide resolution of entry level support issues spanning all of DFNs products and services.Monitor customer tickets and respond in a timely manner.Document and escalate tickets per DFN support procedures.Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.Manage multiple tasks / priorities simultaneously.Assist in day-to-day order entry and processing.Assist Broadband Technicians in turn-up and troubleshooting.Clean and reset returned equipment for redeployment.QUALIFICATIONS :
High school diploma and two years of technical support or equivalent work experience required.Excellent attendance and punctuality required.Customer service oriented. Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution.Strong interpersonal skills to build rapport with prospective and existing customers.Strong problem solving, diagnostic and technical troubleshooting skills.Ability to master new software and applications specific to the industry and position.Positive attitude and strong work ethic as this is a high productivity position with a large degree of autonomy.Self-motivated, ability to work independently and in a team.Ability to communicate effectively, both orally and in writing.Able to meet physical demands with reasonable accommodations if necessary.DFN is a drug free workplace. All employees are required to successfully complete a pre-employment drug screen as well as random and for cause screens during employment as applicable.