Customer/Technical Support Associate

About Honest Networks

Honest Networks is dedicated to delivering high-quality and affordable internet service as a catalyst for community growth, fostering learning, creativity, and enjoyment. We are a rapidly expanding, venture-backed internet service provider headquartered in Manhattan. We focus on offering gigabit internet service at transparent and affordable prices, all while providing exceptional customer service. We achieve this goal by employing individuals with high integrity, a strong work ethic, and a passion for continuous learning. If working in a fast-paced, results-oriented, and mission-driven environment excites you, we encourage you to apply and join our team. Learn more at www.honest.net. 

About the Role

Honest Networks is hiring a technical support specialist to join our growing Customer Support team. This team member will have a passion for helping our internet subscribers receive a fast, stable and secure internet connection and troubleshoot LAN issues with a friendly and professional demeanor.

Requirements

• Must be able to work EST work hours
• Outstanding customer service: friendly demeanor, sincere empathy for customer issues & frustrations, highly responsive to support tickets/issues
• Comfortable working in multiple communication channels simultaneously: email, text, phone calls, live chat
• 1+ years in technical support, help desk or other IT-related, customer-facing role
• Comfortable working in a command line interface (CLI)
• Ability to work outside of normal business hours
• Comfortable working remotely through on-site technicians to resolve customer issues
• Strong preference for experience as an installation technician or other field experience
• Bonus: CompTIA Network+ or equivalent certification
• Bilingual in Spanish or Mandarin is a plus

Primary Responsibilities

• Handling incoming customer communications via phone, text, web chat, and email. Everything from answering questions from prospective customers who are interested in our service to billing to more advanced technical troubleshooting.
• Setting up and troubleshooting a variety of WAN/LAN/Cloud network technologies and infrastructure devices (i.e. routers, switches, firewalls, VPNs, access points/extenders, etc).
• Remote troubleshooting and resolution of support tickets.
• Leveraging enterprise IT & networking programs: e.g. Slack, GSuite, Atlassian, LibreNMS, Salesforce FSL/Service Cloud.
• Creating and maintaining internal documentation for training and reference.
• Working closely with Honest engineers, field technicians, and customer support personnel.
• Working shifts that may include evenings or weekends.

Personal Attributes

• Friendly and enthusiastic
• Excellent communication skills
• Self-motivated and driven, with the ability to take initiative and proactively identify and address opportunities and challenges.
• Ability to stay calm and clear-headed when dealing with angry customers and time-sensitive troubleshooting.
• Technically savvy and comfortable dealing with a variety of residential and small business customer set-ups

Benefits

• Competitive salary with an estimated range of $18-24/hr based on capabilities and track record
• 401k inclusion after 3 months of employment
• 2 weeks paid time-off and 7 days paid sick leave
• Medical, vision, and dental benefits

Honest Networks' Values

Honest is committed to providing equal employment opportunities to all individuals. We value diversity and do not discriminate based on race, color, ethnicity, age, gender identity and expression, sexual orientation, religion, national origin, socioeconomic status, disability, veteran status, or any other legally protected characteristic. We offer reasonable accommodations to applicants with disabilities upon request to facilitate their participation in the hiring process.