Tech Support

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.

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