Remote Customer Service/Technical Support Agent - San Antonio, United States - Nomad Internet

Description

Job Description

Job Description

RESPONSIBILITIES:

In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. We're looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers. This role is ideal for someone looking to join an early-stage support team and set the tone for how we help our customers.

• Triage and resolve customer issues across multiple channels (phone, live chat, support tickets, etc)
• Be a relentless internal advocate for the customer within Nomad Internet and the voice of the customer
• Provide technical support to customers using hardware and software expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues
• Create and maintain an internal knowledge base and help center collateral
• Attending and engaging in continuous training to fulfill job responsibilities
• Work to achieve daily team quality and customer satisfaction goals

COMPENSATION:

• Starting pay is $11-$14 per hour depending on experience
• Performance incentives
• Full-time position

BASIC QUALIFICATIONS:

• B.Y.O.D Program - - Using your own computer equipment and internet service. You must have a working USB headset with a boom mic and webcam.
• High school diploma or equivalency certificate
• 1+ years of experience in a front-line customer support role

PREFERRED SKILLS AND EXPERIENCE:

• Excellent problem-solving skills
• Self starter and motivated
• Ability to go beyond just the apparent and available answer to do what it takes to satisfy the customer by being relentless and owning it
• Excellent written and verbal communication skills
• The ability to talk with others naturally
• The ability to derive satisfaction from resolving customer issues and distilling complex concepts into the simplest explanations
• Excellent empathy, active listening, and resiliency
• The ability to internalize customer concerns, solve them, and keep them positive
• Strong attention to detail and time management
• Pride in your craft
• Willingness and ability to work flex weekend and night shift hours as needed to support our growth
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Written/verbal business fluency in English
• Bilingual (Spanish) is a plus

Company DescriptionAt Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with "substandard internet" like satellite, DSL, and cable.

In 2016, the United Nations General Assembly declared internet access a human right We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy.

We launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states.

Nomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.

Company Description

At Nomad Internet, we believe access to the internet is a human right and that rural communities should have access to the same high-speed internet available in urban areas. We believe that living in a rural community should not mean you have to put up with "substandard internet" like satellite, DSL, and cable.\r
\r
In 2016, the United Nations General Assembly declared internet access a human right We believe rural communities should expect the same high-quality unlimited and unthrottled internet that those living in cities enjoy.\r
\r
We launched in 2017 with the mission to serve the underserved, bringing people in rural communities and RV parks reliable access to the internet. These communities, particularly those in rural areas, have historically lacked access to basic utilities, both public and private, and we made it our goal to change that. When demand exploded during the COVID-19 pandemic, we quickly expanded, bringing our high-speed internet coverage to customers across all 50 states.\r
\r
Nomad Internet is America's largest rural Wireless Internet Service Provider. Today, as an established authorized reseller of our Nation's largest network services, we are proud to provide high-speed, secure wireless internet to rural communities and on-the-road travelers nationwide. We transmit wireless internet access directly to you, without the need for traditional internet wires, so you have reliable connectivity wherever you are: at home, at work, or on the go.