Job Description

Are you looking to get your foot in the door with a company where you can grow in your IT career?

Technical Support Representative

A growing 20+ year-old company, located near the Quarry Shopping Center and the San Antonio Zoo, is expanding our team and seeking part time Technical Support Representative to work in a values-based team environment. This position starts at $13.50 with range to $19.50/hr depending on experience, valid certifications, and relevant education.

Pay Structure Details:

Base Pay: Starting at $13.50/hr
Certification Pay Increases:
- CWT or CompTIA A+:+$1.00/hr
- RCNA or Network+:+$1.00/hr
- ITIL 4: +$1.00/hr
Education Pay Increase:
- College degree in relevant network IT field: +$2.00/hr

Technical Support Representative Position Summary:

Our Technical Support Representative are responsible for handling inbound calls from property guests and property staff seeking technical support.

This position serves as our frontline support to our customers’ technical needs for their internet service. In this position, you will be required to open and work support tickets, resolve user device connection issues, and identify network issues as well as resolve or escalate issues. The Technical Support Representative work with our Network Support Team to identify network issues and quickly address them.

Technical Support Representative Responsibilities:

- Provide outstanding phone and email support for our customers
- Work in multiple call queues simultaneously
- Assist callers with connection issues
- Route VIP callers to proper departments and log the interaction
- Be prompt and available during scheduled hours to ensure support coverage
- Perform on-call/weekend support coverage as scheduled
- Provide accurate reporting of cases and tickets
- Identify trending issues
- Handle call interactions within proper call handle timing
- Dedicate and own open tickets and keep commitments to customers
- Identify root-cause and analyze networking issues
- Work directly with customers on network impacting issues
- Identify network next steps, including equipment replacement needs and on-site dispatches
- Provide proper documentation for hand-off of network issues/outages to Level 2 support

Technical Support Representative​​​​​​​ Requirements:

- High School diploma or equivalent
- Help Desk / Call Center experience
- Ability to learn quickly and absorb complex new technologies rapidly
- Positive attitude about customers and the organization
- Excellent phone etiquette and customer service skills
- Ability to multi-task with strong attention to detail
- Solid problem-solving skills and proven technical troubleshooting skills
- High level of self-initiative and ability to work well in a team environment
- Excellent written and oral communication skills
- Ability to sit and work full schedule
Work schedule - 4pm - 9pm Friday-Tuesday; off Wednesday & Thursday
- Ability to pass a background check and drug test

Job Tags

Part time, Weekend work,

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