Work From Home • Help Desk Support Specialist • $16.50 – $19.25 an Hour

Job Description:

At Expedition Communications, our strength is the efficiency with which we deliver leading-edge products and support services to those we serve. We’re proud to set the standard for success in our industry. To help us continue our growth, we’re looking for a qualified Help Desk Support Specialist (Tier 1) to join our Customer Success team and assist with technical issues associated with our products and services. Your responsibilities include resolving customer questions, recommending technical solutions and guiding product users through features and functionalities. To be successful in this role, you should be familiar with a technical help environment and express an interest to learn about the Satellite Broadband Internet industry including Wireless Access Points, Routers and Switches. Ultimately, you will help our reputation as a company that offers excellent customer support during and after device installations at customer locations.

**This is shift work. THIS SHIFT STARTS AT 12:30 PM PST. In addition, this will include some weekend coverage (for example: work weeks may be Tuesday - Saturday or Sunday - Thursday.**

Responsibilities:

• Answer user inquiries regarding technical issues to resolve problems
• Monitor ticket queues in company ticketing system
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved the issue
• Schedule service calls with end users and field service technicians and add to dispatch calendar
• Contact client/end user for ticket status update and confirm onsite availability of end user to troubleshoot issue and complete ticket
• Provide excellent customer service and attention to client needs utilizing all available resources to complete tasks to 100% satisfaction
• Update tickets in real-time with troubleshooting notes, resolutions and next steps
• Troubleshoot issues with networking equipment (wireless access points, routers, switches, satellite broadband internet equipment and other hardware)
• Track calls to resolutions, within agreed time limits.
• Maintain courteous and professional relationships with clients

Qualifications:

• Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
• Good understanding of mobile devices and other technical products
• Excellent organizational and leadership abilities
• Ability to diagnose and troubleshoot basic technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communications and problem-solving skills
• Ability to work under pressure
• Outstanding communication and people skills
• Flexibility to work shift hours

Preferred Additional Skills:

• Experience with wireless access points, routers and switches
• Excellent customer support skills
• Outstanding communication and people skills
• Bi-lingual in Spanish (required)

By submitting your resume for this position, you understand and agree that Expedition Communications may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

Expedition Communications is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Job Type: Full-time

Pay: $16.50 - $19.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)
• Troubleshooting: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location:

• Fully Remote

Company's website:

• expeditioncommunications.com

COVID-19 Precaution(s):

• Remote interview process

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