Qureos Mentor

Race Communications

<div>Location: Remote
Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.
Race Communications is only accepting remote candidates who reside in the following states: California,
Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these
states, you are not eligible for remote employment.
100% Company-Paid Medical and Dental Benefits
Free Fiber Internet Service
Comp: $27 to $30 per hour
5 Days/8 Hours
Who We Are:
We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.
Position Impact:
The Assistant Technical Support Manager is a driven technical professional who supports the management and daily operations of the technical support team. This role works closely with the Technical Support Manager to ensure efficient service delivery, strong team performance, and timely resolution of complex technical issues. Serving as a key escalation resource, the Assistant Technical Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to process improvements. By combining technical expertise, leadership support, and operational oversight, this role plays a critical part in maintaining service reliability, improving
resolution times, and delivering a high-quality customer support experience. 
Requirements 
Qualifications and Experience:
<ul><li>Eligibility for US Employment without sponsorship</li><li>Minimum of 18 years of age</li><li>High School Diploma or GED required
</li><li>Bachelor&rsquo;s degree (B.A./B.S.) or equivalent education in a related field is preferred</li><li>Minimum of 3&ndash;5 years of experience in technical support within the telecommunications industry preferred</li><li>Demonstrated leadership or supervisory experience in a support environment preferred</li><li>Strong understanding of customer service processes, technical troubleshooting, and industry best practices</li><li>Proficiency in customer relationship management (CRM) software</li><li>Ability to manage competing priorities and support a fast-paced technical environment</li><li>Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
</li><li>Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication</li><li>Proficiency in Spanish Language desirable</li></ul>
Skills:<ul><li>Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications</li><li>Functional use of common office equipment, computers, and office software</li></ul>
Essential Duties and Responsibilities:
Team Leadership &amp; Support<ul><li>Assist in leading and supporting a team of technical support representatives through coaching, mentorship, and daily guidance</li><li>Reinforce performance expectations, technical standards, and departmental goals set by management</li><li>Provide real-time support and feedback to team members, helping address performance challenges and complex technical scenarios</li><li>Promote a positive, collaborative, and solution-oriented team environment</li></ul>
Training &amp; Development<ul><li>Support the development and delivery of training programs to enhance technical troubleshooting skills, product knowledge, and system proficiency</li><li>Assist with onboarding new hires and ongoing technical coaching initiatives</li><li>Encourage knowledge sharing and continuous learning within the team</li><li>Stay current on products, services, systems, and technical support best practices</li></ul>
Technical Support &amp; Escalation Management<ul><li>Act as a secondary escalation point for complex technical issues, service disruptions, and system-related concerns</li><li>Assist in resolving escalated tickets, ensuring timely, accurate, and effective outcomes</li><li>Monitor technical support interactions to ensure quality, consistency, and adherence to standards</li><li>Support service reliability and customer retention by addressing recurring technical issues and minimizing disruptions</li></ul>
Technical Support Operations<ul><li>Support daily technical support operations, including ticket queue monitoring and workflow coordination</li><li>Help ensure proper workload distribution and coverage to meet service level targets and response times</li><li>Assist in managing workflows related to troubleshooting, service restoration, and issue resolution</li><li>Step in as needed to handle technical tickets during high-volume or critical periods</li></ul>
Process Improvement &amp; Implementation<ul><li>Identify opportunities to improve technical support processes and operational efficiency</li><li>Support the implementation of new tools, systems, and technical support initiatives</li><li>Assist in addressing workflow bottlenecks to improve resolution times and reduce repeat issues</li></ul>
Cross-Department Collaboration<ul><li>Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery</li><li>Assist in communicating recurring technical issues and contributing to long-term solutions</li><li>Support cross-functional initiatives that improve system performance and overall customer experience</li></ul>
Performance Monitoring &amp; Reporting<ul><li>Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and service reliability</li><li>Help monitor team performance and identify trends impacting technical support efficiency and customer experience</li><li>Support reporting efforts for leadership on operational performance and improvement initiatives</li></ul>
Compliance &amp; Documentation<ul><li>Ensure adherence to company policies, procedures, and technical support standards</li><li>Support accurate documentation of troubleshooting processes, issue resolution, and system updates</li><li>Help maintain and update technical knowledge base content and internal documentation</li></ul>
Issue Resolution and Technical Relationship Management<ul><li>Assist in managing escalated and complex technical issues, ensuring timely, accurate, and professional resolution</li><li>Serve as a support point of contact for high-impact service issues, helping coordinate communication and follow-through across teams</li><li>Identify recurring technical issues and at-risk accounts, supporting initiatives that improve service reliability and customer retention</li><li>Partner with customers and cross-functional teams to proactively resolve technical concerns, reinforce service performance, and strengthen long-term relationships</li></ul>
Supervisory Responsibilities:<ul><li>Policy Adherence and Team Guidelines: Ensures that the team adheres to established policies and procedures outlined in the Race Communications Employee Handbook, promoting a culture of compliance and accountability in line with organizational standards.</li><li>Strategic Training and Development: Leads the training and mentoring of new team members, ensuring they gain the essential skills and knowledge to perform their roles effectively and safely. Works proactively to develop a long-term training strategy for the team's growth and performance improvement.</li><li>Cross-Functional Support and Compliance: Oversees employee support across various practices within the department, ensuring that issues are addressed in alignment with company policies, applicable laws, and organizational values. Manages conflicts and fosters collaboration across functions.</li><li>Leadership in Goal Setting and Performance Management: Guides the team to achieve long-term goals by setting performance standards, motivating the team, and providing regular, actionable feedback to help team members achieve personal and organizational objectives.</li><li>Payroll Compliance and Issue Resolution: Ensures that timecard submission is accurate, timely, and in compliance with payroll deadlines, while addressing any discrepancies or issues. Provides direction on resolving payroll matters and ensures the team is properly supported in this process.</li><li>Training Needs Analysis and Professional Development: Identifies broader team training needs, working to implement programs that drive professional growth and elevate team skills, while ensuring development is in alignment with company objectives and future growth.</li><li>Conflict Resolution and Team Dynamics: Manages interpersonal issues within the team by facilitating solutions-oriented approaches, resolving conflicts effectively, and maintaining a positive, high-performing work environment that supports collaboration and mutual respect.</li><li>Resource Allocation and Goal Alignment: Ensures the team has the necessary tools, resources, and support to succeed. Manages resources effectively, tracking progress toward aligned objectives that support both individual team success and overarching company goals.</li><li>Regulatory Compliance and Communication: Ensures the team complies with company policies, procedures, and regulatory requirements. Promotes open and transparent communication to maintain alignment and accountability across the team and department.</li><li>Reporting and Strategic Adjustments: Reports team performance, project updates, and challenges to upper management, using data to recommend improvements or adjustments as necessary to meet organizational targets and improve overall team performance.</li><li>Comprehensive Supervision and People Management: Takes a leadership role in the direct supervision of team members, including interviewing, hiring, and training employees. Plans, assigns, and directs work, ensuring performance evaluations, rewarding achievements, and disciplining where needed. Addresses complaints, resolves problems, and supports overall team dynamics.</li></ul>
Additional duties as required. 
Benefits 
Why Join Our Team:<ul><li>
Join a tight-knit crew&mdash;no faceless corporation vibes here</li><li>
Growth potential: promotions and new challenges are part of our DNA</li><li>
Competitive base salary</li><li>
Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)</li><li>
Free fiber internet service for all employees living in our service area</li><li>
A culture built on integrity, mutual respect, and a shared purpose</li></ul>
Call to Action:
Let's chat. If you're ready to move forward, click &quot;Apply&quot; below, our team can't wait to meet you.</div>

Assistant Technical Support Manager

<div>Location: In Field: Desert Hot Springs, CA.
Location Status: Work will be primarily performed at a designated field worksite location based out of a central Race Communications worksite. Frequent travel to and work from other Race offices or other off-site locations will be required.
100% Company-Paid Medical and Dental Benefits
Free Fiber Internet Service
Comp: $23 to $26 USD per hour
Who We Are:
We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.
Position Impact:
The Field Technician 3 is responsible for the installation, maintenance, and troubleshooting of telecommunications equipment and systems. This role involves working both independently and collaboratively to ensure seamless communication services for clients and customers. Field Technicians are proficient in configuring, testing, and repairing telecom infrastructure, including fiber optic networks, cables, and related equipment. They possess strong technical acumen, a commitment to safety protocols, and the ability to adapt to various work environments, from outdoor installations to indoor settings. Field Technicians play a vital role in maintaining the reliability and efficiency of telecom networks, ensuring consistent connectivity and customer satisfaction. 
Requirements 
Qualifications and Experience:<ul><li>
Eligibility for US Employment without sponsorship</li><li>
Minimum of 21 years of age</li><li>
A valid driver's license, subject to successful verification through a DMV check, is mandatory</li><li>
High School Diploma or GED or equivalent combination of education and experience is preferred</li><li>
Minimum of 12 months of experience as a field technician</li><li>
Understanding of Fiber Optic Networks, Basic Telecom, and Video</li><li>
Basic knowledge of Apple IPAD</li><li>
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication</li><li>
Proficiency in Spanish Language is desirable</li></ul>
Skills:<ul><li>
Proficient use of MS Office applications including Teams, teleconferencing applications</li><li>
Functional use of common office equipment, computers, and office software</li><li>
Ability to distinguish colors and audible tones</li></ul>
Essential Duties and Responsibilities: 
Fiber Optic Cable Installation and Maintenance:<ul><li>
Performs residential installation and troubleshooting of internet connectivity, telecom, and video</li><li>
Responds to support issues with truck rolls and telephone support to troubleshoot on-site connectivity for phone, internet, and video services</li><li>
Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Internet Connectivity, Telecom, and Video</li></ul> 
Infrastructure Operations:<ul><li>
Conducts low voltage/fiber infrastructure wiring and troubleshoots related issues</li><li>
Offers remote assistance to support technicians and engineers</li><li>
Ensures timely and accurate completion of work orders</li></ul>
Ticket Management and Communication:<ul><li>
Asks questions to determine the nature of the problem and be able to walk customers through the problem-solving process</li><li>
Utilizes CRM for support tickets and trouble ticket resolution</li><li>
Completes assigned work orders promptly and accurately</li><li>
Receives location information and task assignments via dispatch software or from personnel</li><li>
Effectively handles challenging situations and emotionally charged customers</li><li>
Responds promptly to customer inquiries and concerns in a customer-centric manner</li></ul> 
Training and Mentorship:<ul><li>
Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook</li><li>
Assists the Field Technician team with training and mentoring new team members, ensuring they have the necessary knowledge and skills for performing their jobs safely and efficiently</li></ul>
Equipment Operations and Site Maintenance:<ul><li>
Operates mechanized equipment such as a bucket truck, excavators, and trencher</li><li>
Climbs poles up to 40 feet and operates in bucket trucks with 32&rsquo; plus ladders</li><li>
Manages deployment and removal of traffic control devices to ensure safety in work areas on streets or roadways</li><li>
Adheres to and operates within the weight capacity limits specified by manufacturers for equipment and machinery:</li><li><ul><li>
Bucket Truck: 350-pound manufacturers maximum load capacity</li><li>
Ladders: 300-pound manufacturers maximum load capacity</li></ul></li></ul>
Vehicle Maintenance and Travel:<ul><li>
Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties</li><li>
Maintains a clean driving record as defined by the current fleet insurance underwriter</li><li>
Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors including businesses and/or residents depending on the nature of the job</li><li>
Overtime, nights, and weekends may be required</li></ul>
Safety Awareness and Compliance:<ul><li>
Maintains awareness of potential hazards like uneven terrain, loose pets, or slippery walkways</li><li>
Maintains a safe distance from aggressive or unrestrained animals</li><li>
Maintains a safe distance from potential hazards in the work area, including loose pets, children, and other live obstacles</li><li>
Observes hazards and reports any concerns or accidents to a supervisor or safety professional; participates in the investigation process as needed</li><li>
Understands, completes, and signs off all pre-job safety planning tools at the start and end of the shift; completes all required safety-related paperwork</li><li>
Understands and responds appropriately to all safety hazards and warning devices (e.g., back-up alarms, smell of smoke, fumes, odors, different colored warning tags, warning sirens)</li></ul> 
Other duties as assigned. 
Benefits 
Why Join Our Team:<ul><li>
Join a tight-knit crew&mdash;no faceless corporation vibes here</li><li>
Growth potential: promotions and new challenges are part of our DNA</li><li>
Competitive base salary</li><li>
Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)</li><li>
Free fiber internet service for all employees living in our service area</li><li>
A culture built on integrity, mutual respect, and a shared purpose</li></ul>
Call to Action:
Let's chat. If you're ready to move forward, click &quot;Apply&quot; below, our team can't wait to meet you.</div>

Field Technician 3 - Desert Hot Springs, CA

Join Race Communications and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Race Communications

About Company

Assistant Technical Support Manager

Field Technician 3 - Desert Hot Springs, CA