Customer Relations Agent II

Company: Race Telecommunications LLC
Location: Prather
Posted on: July 28, 2022

Job Description:

Job DescriptionJob Title: CRA Level 1Reports to: Support ManagerLocation: Tehachapi, CA, Remote within CA Employment type: Full-timeFLSA: Non-exemptAbout UsRace Communications is one of California's leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.Job DescriptionThe Level 2 Support Representative provides high-quality technical support to internal users and external customers on a variety of issues. As the second level of contact for external customers requiring support, this individual will possess an excellent phone demeanor and interpersonal skills, as well as, the technical skills required to analyze research and resolve technical problems remotely or identify corrective action required and escalate to a higher-level engineer. The Level 2 Support Representative will have primary responsibility for accepting escalation calls from the customer service desk and assisting Field Technicians with back-office support, recording detailed information as to the nature of the call, problem identified, corrective action, and resolution. His/her duties will include creating a ticket in Pitstop to record the issue or situation and follow the status of the ticket to the point of resolution, tracking time, and billing for technical support issues. Daily Operations

• Full-Time
• Reports directly to: Support Manager
• Daily hours: varies
• Compensation: $20-$30/hr (based on experience) Job Duties
  • Primary support for Level 1 Call Center Rep / Field Technicians / Sales.
  • Performs television, voice, data, and network troubleshooting to isolate and diagnose common problems.
  • Provides field techs, users, and customers with advanced technical support.
  • Respond to needs and questions of users and customers concerning any of their technical issues.
  • Document and record Level 2 Support processes to continue building how-to guides and training docs.
  • Remain Interested in elevating their knowledge of technology and a better understanding of Race Communications Telecom network.Qualifications
    • A flexible individual with the ability to wear many hats and multi-task.
    • Ability to perform in a fast-paced environment.
    • Proactive in problem-solving and/or customer service issues.
    • Maintain 24 hours a day 7 days a week flexibility w/ schedule.
    • Bachelor's degree (B.A.) in information systems or equivalent.
    • Minimum of 3-5 years of technical work experience. Including, but not limited to the following: LAN, Wifi Networks and basic 2 wire circuits
    • Experience in the following platforms, Amino, Calix (CMS), Calix Cloud, Minerva, Meta Switch, Office365.As Part of our Team you'll Enjoy
      • 100% premium paid for medical, dental, vision and life for all our employees!
      • An excellent 401 (k) with 100% Employer-matched up to 4%
      • Working to bridge the digital divide between rural and urban areas, providing much needed services to those whom don't have access to reliable internet
      • Working for a company that appreciates their employees; every member of the Race team is a part of a collaborative familyRace Communications is an equal opportunity employer

Keywords: Race Telecommunications LLC, Clovis , Customer Relations Agent II, Sales , Prather, California