Technical Support Representative II

Technical Support Representative II Job Responsibilities:
answer incoming customer calls and provide assistance for registration, email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting
interact and coordinate with other departments to resolve customer issues
interpret customer records and repair tickets
may be asked to sell additional products or services
develop and maintain spreadsheets
make computer notations while speaking with the client
may work with outside vendors to restore customer service
test, analyze and clear customer reported trouble
Skills Required:
advanced computer
pc and hardware troubleshooting
strong customer service skills
solid problem solving skills with proficient attention to detail
pc and networking expertise
knowledge of Internet, networking and email protocols
LAN/WAN expertise
understand Internet networking
Special Requirements:
ability to sit in front of computer for prolonged periods of time
you will wear a headset
ability to multitask between systems
analytical thinker with technical aptitude
ability to quickly adapt to change
specialized technology
working with customers

Technical Support Representative II

Job Type:
Operations Support
Training & Education:
High School Diploma (or equivalent)
Pre-employment tests are required. Employers prerfer Associates degrees along with prior sales and technical support experience. Training is available.
Other Titles:
Consumer Technical Specialist
Repair Associate
Customer Specialist/Assistant
Fiber Customer Support Analyst
Switch Consultant
Pay Range:
21,000 - 59,054
Preferred Related Experience:
1-3 years
Did You Know:

In some companies Technical Support Representatives work from home.

Technical Support Representative II Description:
Work in a fast-paced call center to take on the toughest technical calls. Customers get to you as a second line of support. These problems are complicated and you'll need to be a great problem solver. You'll listen then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues. You may remotely configure and troubleshoot client's equipment. In the event the issue cannot be resolved, you would arrange dates, times & access arrangements for a service call. Some companies also ask their Tech Support employees to sell additional services. You'll utilize multiple computers and databases to record of the results of your interactions.

DSL Technical Support folks at work

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