Technical Support Representative

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 Seattle, WA including offices in Bloomington and Columbus, IN. 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:

• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Language:

• Spanish (Preferred)
• Korean (Preferred)

Shift availability:

• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: Remote