Join Infinite Internet as we continue to expand our industry-leading network to improve the ways people, businesses, and things connect. Infinite IC is positioned to lead with the emergence of technologies like our best-in-class LTE network and the Internet of Things (IoT) to impact a wide variety of industries, such as healthcare, education, manufacturing, public safety, government, and many others. As part of this team, you will play a critical role in our transformation by helping our customers in all lines of business and helping maintain the technology that keeps our customers connected. 

RESPONSIBILITIES: 

Answer all incoming calls and chats Individual must be detail oriented and able to independently and successfully troubleshoot resolve modem technology problems for customers.

• Ability to follow documented processes. 
• Fill out tickets for billing and sales as needed. 
• Direct calls and chats to necessary departments as needed 
• Answer customer questions to the best of your ability 
• Responsible for troubleshooting with customers: Checking lights on the modem, setting APN, Bandlocking, changing from LTE to 5G 
• Checking customer’s line with the carrier: checking data usage, doing resets of the line. 
• Activating SIM cards with carriers 
• Testing, maintenance and repair of modems as possible and as needed
• Escalate tickets as necessary to the manager 
• Provide technical support and orientation to staff as needed
• Assisting with website support 
• Other duties as assigned. 

QUALIFICATIONS: 

• Expertise in explaining technical issues and giving instructions to troubleshoot system-related issues 
• Updated with current industry trends and efficiency in working with them 
• Should possess good verbal as well as written communication skills and should be able to provide guidance on telephones and email
• Excellent written and verbal communication skills
• Ability to work in a complex and mixed-team environment. Ability to handle multiple tasks, set priorities, schedule, and meet deadlines
• Linux a plus 
• Networking/vLans a plus 
• Wireless Networking 
• Mobile (iOS/Android) JOB TYPE: Full Time/Hourly based on experience 

WORK LOCATION: Remote/Office 

This Job Is Ideal for Someone Who Is: 

• Adaptable/flexible — enjoys doing work that requires frequent shifts in direction 
• Detail-oriented — would rather focus on the details of work than the bigger picture
• Achievement-oriented — enjoys taking on challenges, even if they might fail 

Must be flexible: Morning, Midday and Night Shifts. Must be available to work at least one weekend day.