Job description

*PLEASE NOTE THAT THIS POSITION IS NOT OFFERED REMOTELY. IT DOES REQUIRE TO COME IN OFFICE.*

Job Summary:

Provide high-quality customer care and technical assistance with internet connectivity issues by performing step-by-step troubleshooting and preventative investigations.

Essential Functions:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Create a positive customer experience with every contact
• Take inbound support calls/emails/chats and create issue tickets.
• Provide customer support via phone/email/chat/social media.
• Provide customer education for all products and services.
• Troubleshoot/diagnose/resolve no connection complaints for residential and business customers.
• Troubleshoot/diagnose/resolve intermittent connection complaints for residential and business customers.
• Troubleshoot/diagnose/resolve slow speed complaints for residential and business customers.
• Troubleshoot/diagnose/resolve FTTH service complaints for residential and business customers.
• MAC Authentication of new customer-side devices.
• Upgrade/Downgrade speed plans (Residential only).
• Diagnose/Resolve local interference issues for residential and business customers.
• Schedule approved service calls for residential and business customers.
• Provide management and support for Calix and Mikrotik routers issued by Nextlink.
• Upgrade/Downgrade firmware for managed routers.
• Perform other duties as assigned

Skills:

• Must be able to adapt to change easily
• Ability to work in a team environment
• Excellent interpersonal, written and oral communication skills
• Strong analytical skills and attention to detail
• Ability to use initiative and work efficiently with minimal supervision

Education and Experience:

• High School Diploma or equivalent
• Understanding of basic Internet and SOHO devices and how they are used
• Above average understanding of Internet and/or wireless technology
• Previous personal or professional experience working with or troubleshooting Internet and/or wireless technology
• Background in a customer service and/or helpdesk role

Job Classification:

• Customer Care
• Non-Exempt

Work Environment/Hazards:

• Working conditions primarily inside an office environment
• The noise level in the work environment is usually moderate
• High level of interaction with external/internal clients

Physical Demands:

• Stationary position for 8-10 hours a day
• Repeating motions that may include the wrists, hands and/or fingers.
• Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment and moving about the office. The employee must be able to communicate via email and verbally via telephone.

Working Hours/Days:

• Full time
• 40 hours

Travel Requirements:

• 0% of travel required

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• On call
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Weatherford, TX 76087: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position is NOT remote. Can you reliably commute daily to our offices in Hudson Oaks or Fort Worth, TX?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Preferred)
• Software troubleshooting: 2 years (Preferred)
• Call center: 1 year (Preferred)

Work Location: In person

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