Customer Support Technician I & II
As a Customer Support Technician, you will be an expert in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You'll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. This dynamic role tackles challenges head-on and serves as a technical superhero for our customers every day.
Primary Responsibilities
- Ensures swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else
- Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting
- Empowers customers by offering insights into products and services that align with their specific technical requirements
- Vigilantly monitors emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution
- Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary
Measuring Success
- Regular, reliable, and punctual attendance
- Proficiency in exceptional phone etiquette and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities
- Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives
- Aptitude for grasping and comprehending the company's range of products and services
- Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve customer issues during the initial contact to minimize follow-up interactions
- Successfully helping our customers find solutions to their service needs, improving the way they work and play while connected to our services
- Contributing to and developing a performance- and results-oriented culture
- Behaviors that are aligned with and strengthen company values
Qualifications
- Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/internet sector
- Two or more years of proven customer service experience
- Familiarity with prevalent PC and Mac operating systems
- Broad understanding of voice services, cable TV, and data technologies
- A scrappy, nimble, innovative, hands-on contributor who is not afraid to roll up their sleeves to accomplish goals
- Demonstrated critical thinking skills, excellent and proactive communication skills, and an ability to identify, prioritize, and collaborate effectively
- Ability to interpret and execute instructions provided in written, oral, or diagrammatic formats
- Skills in resolving challenges within predefined scenarios that involve multiple variables
- Ability to thrive in a dynamic, high-volume environment
- Adept at swiftly adjusting to changes
- High school diploma or GED required
- Criminal background, drug, non-negligent driving, and employment-level credit checks required
Hours, Location, and Environment
- This is a full-time, in-office position in Tacoma, WA
- 4/10 schedule working Mon/Tues/Fri/Sat
- During the first 90 days/training period, a 5/8 schedule may be required depending on experience and proven success working independently
- Our workspaces are collaborative and customer-focused, with a commitment to professional growth and team support
- Prolonged periods of screen time and extended sitting may be required. Occasional overtime may be necessary to meet peak workload demands
What We Offer
- The excitement of a quickly growing and innovative industry
- Opportunities to learn and grow as individuals and with a team
- A fun and hard-working culture
- Medical, dental, and vision insurance
- Optional supplemental insurance programs
- 401(k) with matching
- Access to Employee Assistance Programs
Compensation
- This position pays $20.22 to $28.17 per hour based on expertise, experience, and demonstrated proficiency in the role (spanning Levels I and II)
- 4 weeks per year of paid time off
- Paid holidays or equivalent time off
Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.