Job Overview We are seeking a dedicated and customer-focused Service Desk Consultant to join our team at Vyve Broadband. This is a FULL_TIME position based in Los Angeles, California, United States . Founded in 2012, Vyve Broadband is a leading provider of broadband, fibre connectivity, cable television, and voice services for both residential and commercial customers. As a Service Desk Consultant, you will be the first point of contact for our customers, providing essential technical support and ensuring a positive customer experience. The ideal candidate will possess excellent communication skills and a passion for solving technical problems in a dynamic and fast-paced environment. Responsibilities As a Service Desk Consultant, your primary duties will include: Providing first-line technical support to customers via telephone, email, and online chat for issues related to internet, television, and voice services. Diagnosing, troubleshooting, and resolving technical hardware and software issues effectively and efficiently. Accurately logging all customer interactions and incident details within our service management system. Escalating unresolved queries to the next level of support personnel in a timely manner. Guiding customers through step-by-step solutions with a clear, patient, and professional approach. Contributing to our knowledge base by documenting resolutions and creating helpful support articles. Striving to meet and exceed individual and team performance targets and service level agreements (SLAs). Maintaining a high degree of customer service for all support queries and adhering to all service management principles. Qualifications The ideal candidate should possess the following skills and qualifications:

Essential:

Proven experience in a technical support or service desk role. Excellent verbal and written communication skills, with the ability to explain complex technical issues to a non-technical audience. Strong analytical and problem-solving capabilities. Experience with troubleshooting network connectivity, including routers and modems. A strong customer-focused attitude and a commitment to providing outstanding service. Proficiency in using helpdesk software and remote support tools. The ability to work independently and collaboratively within a team environment.

Desirable:

Previous experience within the telecommunications or internet service provider (ISP) industry. Knowledge of fibre optic, digital television, and VoIP technologies. A relevant technical qualification or certification (e.g., CompTIA A+, Network+). Benefits Vyve Broadband is committed to investing in our employees and offers a competitive salary and benefits package. We believe in fostering a supportive and collaborative work environment where you can develop your skills and grow your career. Further details on our benefits will be provided during the interview stage.