Overnight (EST/EDT) Internet Service Provider - Customer/Technical Support

Honest Networks is hiring a Support Resource to join our growing team. The hours for this full-time position would be 11:59pm to 7:59am Sunday night to Friday morning (5 days) ET and the role will include handling support tickets that come in over phone, text, website chat, and email (cumulative support hours 40 hours per week).

In addition to technical IT / network engineer skills, this team member should have a passion for helping our internet subscribers receive a fast, stable and secure internet connection, and an enthusiasm for solving problems. Customer focus and attention to details critical!

Primary Responsibilities

• Responding quickly and thoughtfully to incoming support inquiries and issues.
• Communicating directly with existing and prospective customers via phone, text, web chat, and email.
• Advanced troubleshooting of Wi-Fi and other WAN/LAN networking issues.
• Monitoring network alerts and engage engineers when appropriate.
• Perform installer data audits by process.
• Assist in efforts to maintain good data as assigned by management

Requirements

Technical Skills

• Wi-Fi expertise, including thorough understanding of end-user hardware (routers, access points, extenders, mesh networks) from multiple manufacturers (Mikrotik, TP-Link, Netgear, Google, Apple, Amazon, etc.)
• Experience as an ISP field technician for residential customers can be helpful
• Familiarity with wireless broadband radio and fiber networks

Personal Attributes

• Friendly, enthusiastic, and professional communication with customers. We are disrupting an industry associated with script-reading customer support agents who don’t seem to care about individual customers; we want to make it clear with every interaction that we are fully invested in each and every customer.
• Exceptional communication skills across multiple channels: phone, text, live agent chat, email.
• Calm temperament: Comfortable handling time-sensitive, high-pressure situations with empathy, confidence, and patience.
• Driven, highly-organized, and nimble. As a small company, each of our team members wears multiple hats and needs to be flexible to the changing needs of the company.
• Interest in networking, startups, and solving technical problems.

Benefits

• Starting salary (in the range of $18-23/hr.) based on capabilities and background.
• Accrued time off (PTO)
• 401k inclusion after 3 months of service, with matching
• Medical and dental benefits

About Honest Networks

Honest Networks believes high-quality and affordable internet service is a great enabler for our communities, providing the fundamental infrastructure to learn, create and enjoy. We are a fast-growing, venture-backed, internet provider headquartered in downtown Manhattan. We are focused on providing the gigabit internet service at affordable, transparent prices, with exceptional customer service. We do this by employing employees with high integrity, a strong work ethic and a passion for learning. If working in a fast-paced, results-oriented and mission driven environment excites you, we encourage you to apply and join our team. Learn more at www.honest.net