Surfnet Communications is looking for an IN OFFICE, CompTIA A+ certified, friendly, dependable Customer Support Specialist to assist our residential Fiber and Wireless customers and help provide a positive experience. This 40 hours per week position will work out of our Santa Cruz County facility in Scotts Valley. Job Summary and Requirements Previous CompTIA A+ certification needed. The ideal candidate is patient, organized, dependable, and comfortable helping customers who may be frustrated or unfamiliar with technology. They must be able to understand technical notes, communicate them clearly, document customer interactions, and manage several open tickets and follow-ups at once. Previous Customer service or Technical support experience is preferred, but training can be provided to the right candidate. Experience with internet service, WiFi troubleshooting, scheduling, or sales support is a plus. Duties and Responsibilities

• Answer customer questions by phone, email, and text
• Assist with service-plan, equipment, and basic network-related questions
• Perform basic internet and WiFi troubleshooting
• Create/Update support tickets and maintain clear customer records
• Manage escalated support tickets between technicians and customers
• Review technicians' troubleshooting notes and explain the findings and next steps to customers in clear, easy-to-understand language
• Schedule service calls when requested by your coworkers
• Communicate outage updates and set clear expectations
• Coordinate with our technical, scheduling, billing, sales, and engineering teams
• Follow up with customers and help resolve concerns before they become cancellations What We Offer
• Competitive pay and overtime opportunities
• On‑the‑job training in the Telecom industry
• Career pathway to Technician, Operator, or Crew Lead roles
• Steady, year‑round work
• Supportive team culture
• After 90 days on the job: Health/ Dental Insurance assistance, 401K participation To be considered for this position, please use the 'respond' feature in this posting and include your resume and any references.

Replies without a resume will be disregarded.

Pay:

From $23.00 per hour

Work Location:

In person