Remote Technical Support Specialist

APX Net, Inc • Full-time • $40k - $43k / year • 3m ago

Company Description

APX Net is a leading data communications service provider offering the latest in fiber optic products to medium and enterprise customers nationwide.

Job description

We are looking for a proactive and detail-oriented Tier 1 Technical Support Specialist to join our Network Operations Center (NOC) team. In this remote position, you will be part of the team serving as the first line of defense in maintaining network integrity and ensuring seamless service for our customers. Your primary responsibilities will include answering calls and emails from customers, opening trouble tickets with carriers, troubleshooting basic network issues, sending maintenance notifications, and providing excellent customer service.

Responsibilities:

Create, update, and manage trouble tickets to ensure timely resolution of network issues.
Coordinate with carriers and escalate issues as needed to ensure prompt resolution of network problems.
Perform initial troubleshooting for fiber Internet circuits, including identifying and resolving basic connectivity issues.
Provide clear and prompt communication with customers to keep them informed about the status and resolution of their network issues.
Maintain accurate and detailed records of network incidents, troubleshooting steps, and resolutions.
Send carrier maintenance notifications to customers.
Part of an on-call rotation schedule.

Experience/Skills:

· Exceptional verbal and written communication skills.

· Ability to actively listen, accurately document information, and manage call details.

· Ability to stay calm in stressful situations while maintaining a positive manner with others.

· Strong attention to detail and problem-solving abilities.

· Ability to multi-task, work independently and prioritize daily duties.

· Proficient in Microsoft Office applications: Outlook, Teams, Word, Excel.

· High School Diploma - Technical training or certification a plus

Schedule:

· 8 hour shift – one day a week (Mon-Fri), late start – ending 8:00 pm

· On call rotation

· Weekends as needed