Technical Support Representative

Overview
EarthLink is a top U.S. internet service provider delivering wired and wireless access to more homes and small businesses than any other ISP. EarthLink offers the right technology at the right price to create the right connection for customers.

Consumers voted EarthLink the number one ISP in America in both 2020 and 2021. We took the top spot in High Speed Internet.com’s rankings for overall customer satisfaction, earning first place in all four major categories: price, speed, reliability, and customer service two years in a row.

Technical Support Representative Responsibilities
Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.
Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
Research, diagnose, document, and resolve technical issues related to software and hardware problems.
Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.
Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.
Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
Stay up-to-date with the latest technology trends and updates to provide accurate and effective technical support.
Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.

Required Qualifications
High school diploma or equivalent. A bachelor's degree in a related field is preferred.
Proven experience in a technical support role, preferably in a customer-focused environment.
Demonstrated knowledge of software and hardware troubleshooting methodologies.
Certification in relevant technologies and platforms (e.g., Microsoft Certified Professional, CompTIA A+, etc.) is a plus.
Proficiency in using help desk software and remote support tools.
Ability to work in a fast-paced and high-pressure environment, multitasking effectively.
Knowledge of customer service principles and practices.
Availability to work flexible schedules, including evenings, weekends, and holidays as required.
Excellent organizational skills and attention to detail.
Ability to maintain confidentiality and handle sensitive customer information with integrity.

Benefits:
401(k)
Dental Insurance
Employee assistance program
Flexible spending account
Health insurance
Paid time off
Referral program
Tuition reimbursement
Vision insurance

Pay: $24.99 - $28.89 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person