Webpass is a standalone business unit within Google Fiber (acquired in Aug. 2016) that leverages point-to-point wireless technologies to deliver high-speed broadband services to residents in apartment and condo buildings, as well as small businesses. Webpass operates in six markets: San Francisco, San Diego, Miami, Chicago, Denver, and Seattle. Webpass is revolutionizing what customers can expect from their Internet Service Provider. We do one thing, and we do it really well.
As a Technical Support Engineer at Webpass you will provide technical support to residential and commercial customers, across all offices, via the phone, email, and our proprietary ticketing system. This includes answering technical and non-technical questions related to their service, resolving issues, completing customer transactions (sign ups, payment, scheduling), escalating issues to the network engineer team, and closing out issues in a timely manner.
The schedule for this position will include evening and weekend shifts. (Subject to Change)
This is a fixed-term role.
-Answer billing and general account questions from customers and potential customers over the phone.
-Sign up customers, process credit card payments, and assist with collections.
-Answer technical questions as well as pinpoint and resolve technical issues.
-Escalate issues to the network engineering team and work with them to continuously improve our network and processes.
-Follow up with internal employees and external customers to resolve issues.
-One year of technical support experience, supporting a volume of remote customers via phone and email.
-Superior troubleshooting skills in a switched network environment.
-Excellent written and verbal communication skills.
-Layer 1/ Physical layer experience in a switched network.
-Experience with home networking equipment including routers, laptops, and streaming devices.
-Qualities/Attributes of superior performer:
-Fresh and outgoing personality, eager to engage with the customers, establish a good rapport, and solve their problems.
-Adept at problem solving with a high level of integrity, poise, empathy, and judgement.
-Driven to solve problems, close the loop with customers, close tickets, establish best practices.
-Stellar example of our core values: responsibility, collaboration, resourceful.
-Results driven and able to balance multiple support issues to completion.
-Closing support tickets in a timely manner and with a satisfactory customer resolution.
-Continued learning and education in various new home networking technologies to help provide the best possible support.
-The role requires a weekend schedule.
-The role requires holiday coverage.
-The role requires talking on the phone, and working on a computer 8 or more hours per day.
For consideration, please submit your resumes to firstname.lastname@example.org