Are you passionate about technology and customer service? Ezee Fiber is on the lookout for a dynamic Technical Support Representative (TSR) to lead our team of dedicated, customer-focused professionals. As the first point of contact for our valued customers, you'll deliver exceptional support with your technical expertise and unwavering commitment to outstanding customer service.

About Ezee Fiber

At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.

Key Responsibilities:

1. Master Telecommunications: Dive deep into telecommunications, infrastructure, and backbone technologies.
2. Troubleshoot Like a Pro: Analyze and resolve customer issues with precision and efficiency.
3. Flex Your Schedule: Adapt to company demands with a flexible schedule, including evenings, third shifts, and weekends.
4. Deliver Exceptional Service: Provide top-notch customer service experiences and assist customers with their technical questions.
5. Document Everything: Accurately record all customer interactions, troubleshooting steps, and resolutions in our CRM.
6. Train and Support: Help train new team members on technical procedures and customer service best practices.
7. Escalate When Needed: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams.
8. Stay Informed: Keep up-to-date with new service offerings, technology updates, and best practices to deliver informed support.
9. Drive Improvement: Contribute feedback to enhance processes and the customer experience and share ideas for optimizing support workflows.
10. Take on New Challenges: Perform other duties as required.

Experience and Qualifications:

1. Technical Expertise: Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
2. Bilingual Skills: Fluency in multiple languages is a must.
3. Communication Pro: Excellent communication and interpersonal skills.
4. Analytical Mind: Ability to leverage data for decision-making.
5. Tech-Savvy: Proficiency in using software and Microsoft Office Suite.
6. Adaptable: Thrive in a fast-paced and ever-changing environment.
7. Independent Worker: Ability to work independently with minimal supervision.
8. Multitasker: Excellent multitasking, prioritization, and time management abilities.
9. Detail-Oriented: Strong attention to detail and organizational skills.

Benefits:

1. Competitive compensation package
2. Health, Dental and Vision insurance
3. Paid time off and other generous benefit programs