IT Support Specialist

We are currently looking to hire a Technical Support Specialist to join ourteam. Are you someone who has a passion for technology and are the go-to person in your household for solving tech issues? Do you enjoy being a trusted resource, someone who can answer questions and guide others through solutions with empathy and patience? Then read on!

Job Responsibilities

• Support customers' technical needs during on boardingand post-installation.
• Provide expert technical support for residential and business customers.
• Support field technicians remotely to ensure smooth and successful customer installations.
• Participate in user testing for system updates and promote self-service tools to customers.
• Maintain regular, punctual attendance and perform other duties as assigned.
• Participate in an on-call rotation schedule.
• Deliver exceptional customer service across all channels including phone, chat, email, and/or social media.
• Own and manage escalations through to resolution ensuring customer satisfaction
• Responsible for creating training materials and job aids to promote knowledge sharing amongst the team.
• Contribute to the development and ongoing maintenance of a customer-facing knowledge base.

Job Requirements

• Must be available to work full-time on-site at our Kingston, NY location
• 2-4 years of experience in customer service, technical support and/or sales.
• High school diploma or equivalent required, technical or associate degree preferred.
• Strong multitasking, problem-solving, and written and verbal communication skills.
• Team-oriented mindset with a high sense of urgency and accountability.
• Comfort with feedback, independent decision-making, and learning new systems.
• Familiarity with customer service platforms such as HubSpot, Zendesk, and Intercom. Experience with OSS/BSS systems such as Gaiia, MBS, Wavelo, or NISC. Working knowledge of softphone platforms including RingCentral, Aircall, and Dialpad.
• Demonstrated experience troubleshooting fiber networks, ONTs, and routers. Experience with Adtran and eero is preferred.
• Willingness to travel and work on-site, with occasional remote opportunities.
• Must be able to sit for extended periods and work with various digital tools.