Technical Customer Support

Digital Path Inc. Technical Customer Support

Digital Path is the leading Wireless Internet Service Provider (WISP) providing internet service to rural communities and critical fire response networks throughout California. Our mission is to bring a faster, more reliable service for customers that are typically unserved or underserviced by cable companies.

An ideal candidate will provide excellent customer service and technical support to our clients, troubleshoot customer issues, and ensure customer satisfaction.

Objectives:

• Provides courteous and professional customer service and technical support for our customers.
• Supports our field employees with technical and scheduling issues relating to installation or service appointments.
• Collaborate professionally with other employees to troubleshoot and advise on escalated or difficult matters.
• Track customer conversations and notes in our ticketing systems with accuracy and precision.
• Support the overall functions of the Call Center teams in alignment with the Company’s core values and strategies.

Essential Job Functions

Note: Below is a general representation of the work involved with this position. Omission of a specific job function typical of this role does not release an employee from being required to perform tasks inherent to the job. Performance of lower-level duties or occasional reach assignments may be required at times.

• Contribute to the overall functions of the Call Center teams in a manner consistent with the company's core values and strategic objectives.
• Promote a positive and collaborative work environment.
• Independently handle day-to-day assignments.
• Identifying problems and recommending changes.
• Provide courteous and professional customer service via phone or email.
• Handle difficult phone calls, appropriately escalating to others when necessary.
• Remain current on the latest changes and updates on practices and technology within the department and your skillset.
• Promptly respond to field employee requests, minimizing downtime and service disruptions.
• Collaborate professionally with colleagues, including cross-functional teams, to troubleshoot and advise on escalated or challenging technical matters.
• Maintain accurate records of customer conversations and notes in our designated ticketing systems.
• Align with quality and performance metrics, adhering to company policies, practices, and procedures.
• Addressing customer inquiries and concerns via phone calls and email responses. 
• Problem solving and troubleshooting customer or network connectivity issues.  
• Process payment and account change requests.  
• Advise on products and services offered.  
• Complete new account sign-ups.
• Diagnose and resolve technical issues.
• Research questions using available information resources.
• Advise users on appropriate actions to resolve problems.
• Follow standard and documented help desk/technical support procedures.
• Follow up on any open or unresolved matters to ensure complete resolution of issues.
• Resolve technical problems with LAN/WAN networks.
• Write service tickets, equipment upgrade tickets, and new installation tickets as needed.
• Efficiently schedule customer appointments to field employees.
• Inform management of recurring problems.
• Ask questions and actively listen to customers to determine root causes of issues.
• Guide customers through the troubleshooting process, equipping them with self-resolution steps for the future.
• Attends work on a regular and continuous basis.
• Performs other duties as assigned. 

Minimum Requirements:

• High School Diploma or equivalent.
• Must be able to work a standard full-time work schedule on-site at our business headquarters.
• Must have reliable transportation to arrive on time as scheduled.
• 1+ year of technical support or related experience.  
• 1+ year customer service experience, preferably in a call center or similar capacity.
• Possess exceptional customer service and communication skills.   
• Exhibits exceptional composure and resilience in high-stress workplace scenarios, maintaining a steady and unaffected demeanor.
• Possesses knowledge of desktop and mobile based operating systems.  
• Demonstrates exceptional critical thinking and problem-solving skills. 
• Maintains a strong attention to detail.  
• Ability to adapt quickly in a fast-paced work environment.  
• Ability to learn and retain knowledge of services, hardware, and associated interfaces. 
• New hires must be able to pass a post-offer-pre-employment in-depth background check and drug screening.
• Must be able to type at a rate of at least 30 words per minute (WPM).  

Additional Notes:

• This position is full-time and on-site in a climate-controlled indoor office environment.
• Specific schedule to be established by supervisor aligned with the Call Center operating hours.
• Current operating hours Weekdays 7am-6pm and Weekends 8am-5pm, subject to change according to business needs.
• Physical requirements include sitting for extended periods of time, using repetitive motions including writing and keyboarding, use of hands to handle, control or feel objects, tools or controls. Requires near vision with or without correction to be able to see details at close range (within a few feet of the observer such as using a computer monitor). May on occasion require carrying, lifting, pushing and/or pulling objects up to 25 pounds.

Digital Path offers a comprehensive benefits program to all eligible employees. Benefits include:

• Medical and Dental group insurance,
• Medical benefits available on the 1st of month after your start date.
• Life Insurance,
• Employee Assistance Program (EAP),
• Vision reimbursement program,
• Vacation, Holiday, and Sick pay,
• 401k - 4% employer match,
• Free Residential Internet Service (if you reside in the coverage area),
• Our facilities include an on-site cafeteria with daily lunches and company lunches/parties.