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Note The job is a remote job and is open to candidates in USA. Race Communications is a fiber internet provider committed to connecting California communities since 1994. They are seeking a Technical Support Representative 1 to provide prompt and efficient technical support to customers, serving as the first point of contact for troubleshooting internet and phone service issues. Responsibilities • Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties • Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines • Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process • Accurately log customer interactions, issues, and resolutions in the company's CRM system • Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem • Maintain a strong understanding of the company's products, services, and equipment to provide accurate information and recommendations • Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers • Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package • Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently • Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service • Educate customers on product features, usage best practices, and self-service tools to enhance their experience • Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues • Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution • Additional duties as required Skills • Eligibility for US Employment without sponsorship • Minimum of 18 years of age • High School Diploma or GED or equivalent combination of education and experience is required • Minimum of one year customer support experience and/or equivalent work environment is required • Ability to type a minimum of 40 words per minute with accuracy • Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs • The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication • Familiarity with CRM systems and practices • Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi) • Familiarity with troubleshooting tools and remote diagnostics • Proficiency with customer management software (CRM systems) • Proficiency in Spanish Language desirable • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications • Functional use of common office equipment, computers, and office software Benefits • 100% Company-Paid Medical and Dental Benefits • Free Fiber Internet Service • PTO (vacation, sick) • 11 paid holidays • Paid birthdays • 401k matching (4%) • Free fiber internet service for all employees living in our service area Company Overview • Race Communications is a leading provider of fiber-to-the-home (FTTH) services, committed to delivering reliable, high-speed internet to communities across California. It was founded in 1994, and is headquartered in South San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http//race.com/. Apply To this Job
