Tier 1 Technical Support Technician

Position Summary

Wood River Internet is seeking an organized and technical person to join us as a Tier 1 Technical Support Technician to work remotely within Saskatchewan, from the comfort of your own home. The Tier 1 Technical Support Technician will be responsible for providing technical support for tickets and network operational issues, and for providing support to our clients.

Responsibilities

• Technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity
• Providing high quality customer service
• Documenting and prioritizing trouble tickets and technical issues on customer accounts
• Liaise with internal departments to investigate and escalate Tier 1 Technical issues
• Responsible for monitoring and troubleshooting all sources of wireless issues

Education & Experiences

• The ideal candidate will have at least 1 years’ relevant work experience
• Experience in an ISP or telecom environment is advantageous
• High School Diploma, or equivalent
• Proficiency in the use of wireless infrastructure
• Excellent English written and verbal communication skills
• Familiarity with operating systems like Linux, Windows and Mac to troubleshoot network issues

Core Competencies

• A team player, who can also take initiative
• Excellent communications (oral and written)
• Fast learner, creative problem solver, who can research and apply knowledge effectively
• Ability to work under pressure and handle multiple tasks
• Strong attention to detail with the ability to organize and set priorities
• Enjoys the changing demands of technology and embraces learning and expanding their knowledge
• Model expected behaviours to supporting a service excellence culture:
• Seeing everything through the lens of the customer

Work Conditions

• Located in Saskatchewan
• A dedicated, private home office space in your residence and the ability to work a flexible schedule between 8:00 am – 8:00 pm
• High-speed internet connection with download speeds of at least 25mbps installed (speed tests required)
• Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
• Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment

Job Types: Full-time, Permanent

Salary: $16.00-$20.00 per hour

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Dental care
• Extended health care
• Work from home

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Overtime
• Weekend availability

Application question(s):

• Where are you located in SK?

Language:

• English (required)

Expected start date: 2022-08-22