Technical Support Rep

Job Description

TECHNICAL SUPPORT REPRESENTATIVE

Pay:

DOE (40 hours per week)

ABOUT ISOFUSION

IsoFusion, Inc. is a rapidly growing IT infrastructure company headquartered in Tukwila, Washington with offices in Tacoma and downtown Seattle. IsoFusion offers a complete line of connectivity and IT solutions and operates seven colocation data centers throughout the greater Seattle area.

OBJECTIVE OF POSITION

We are looking for customer focused individuals to fill full-time positions in our Technical Support division working for a full-service ISP. Applicants should be flexible, responsible, and can think and operate "outside the box" in a dynamic and fast paced environment. Responsibilities include but are not limited to:

RESPONSIBILITIES AND DUTIES

Own support issues full-cycle from start to finish Answering initial and follow-up customer calls who have service and technical support issues Phone call and service ticket queue awareness and ownership Providing timely and thorough resolution of all issues raised by customers, as well as documenting all actions Ability to troubleshoot connectivity and service issues with customer Supporting and troubleshooting Email and broadband connectivity issues, including

DSL, SDSL, IDSL, T1, FTTH.

Supporting and troubleshooting hosted domains, DNS, Registry, VPS, and Business and Residential VoIP services Customer billing and invoicing support Maintaining consistent quality and performance metrics as set out by management Assist with potential new account follow-ups.

QUALIFICATIONS/EXPERIENCE REQUIREMENTS

Ability to handle and prioritize multiple contacts and tasks Understanding of Windows, OS X, and mobile operating systems. Solid understanding of Dialup, Email, Broadband connectivity and VoIP services Basic understanding of Fiber Optics, to help support and troubleshoot connectivity. Solid knowledge of TCP/IP, domain hosting, and LAN/WAN concepts Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication Flexibility in shift schedules (starting as early as 5:00 am, ending as late as 8:00 pm as well as holidays, weekends, etc.) Students are welcome.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance Application Question(s): When are you available for an interview via phone or screen? Please list 2-3 dates and times or ranges of times.

Education:

High school or equivalent (Preferred)

Experience:

i

OS:

1 year (Preferred)

Windows:

1 year (Preferred)

Language:

Spanish (Preferred) Korean (Preferred) Shift availability: Night Shift (Preferred) Day Shift (Preferred)

Work Location:

In person