Technical Support Representative

This position is remote, but does require full-time residency in the state of Oregon. This position currently works 4-10 hour shifts per week that are scheduled between the hours of 7AM-9PM Sunday-Saturday. DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties.

We are looking for a Technical Support Representative to join our team. Why work at DFN? At DFN, we strive to take care of our employees on and off the job.

Just to highlight a few of our amazing

Benefits

• - We offer a 200% 401(k) match capping at 9% - 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options. - Free 1 Gig high speed fiber internet service if you live within our service territory. - PTO package and 10 paid holidays including two days off for your birthday. POSITION PURPOSE: This position provides front-line technical and customer support for Douglas Fast Net’s products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner, and escalating complex issues according to established procedures. OUR CUSTOMER COMMITMENTS: We expect every DFN team member to embody the following values- - Customer First: Every action we take is grounded in meeting customer needs. - 100% Local: We live here, work here, and care deeply about the people and communities we serve. - Enhancing Lives: We recognize that we are enabling life’s most important connections, work, education, health, and family. - The Best: We push for excellence in service, reliability, and value, every time. CORE VALUES: - Commitment: You bring energy, loyalty, and perseverance to every interaction. - Leadership: You communicate clearly and motivate others by example. - Pride: You take pride in delivering service that goes above expectations. - Tenacity: You don’t stop until the customer is taken care of, completely ESSENTIAL FUNCTIONS: - Provide resolution of entry level support issues spanning all of DFN’s products and services. - Monitor customer tickets and respond in a timely manner. - Document and escalate tickets per DFN support procedures. - Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs. - Manage multiple tasks/priorities simultaneously. - Assist in day-to-day order entry and processing. - Assist Broadband Technicians in turn-up and troubleshooting. - Clean and reset returned equipment for redeployment. - This job description covers the most crucial key and supplemental duties performed in the position, but does not include other occasional work, which may be similar, related to, or a logical assignment for the position. Other projects will be assigned as needed.

Qualifications

: - High school diploma and two years of technical support or equivalent work experience required. - Excellent attendance and punctuality required. - Customer service oriented. Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution. - Strong interpersonal skills to build rapport with prospective and existing customers. - Strong problem solving, diagnostic and technical troubleshooting skills. - Ability to master new software and applications specific to the industry and position. - Positive attitude and strong work ethic as this is a high productivity position with a large degree of autonomy. - Self-motivated, ability to work independently and in a team - Ability to communicate effectively, both orally and in writing - Able to meet physical demands with reasonable accommodations if necessary. - DFN is a drug free workplace. All employees are required to successfully complete a pre-employment drug screen as well as random and for cause screens during employment as applicable.

Salary: $21.38-$26.22 Per Hour Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/technical-support-representative-douglas-fast-net