Technical Support Representative II
Job Description
Job Description
At Archtop Fiber, our mission is to be the fiber that connects the community. We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities unserved or underserved. That’s why we prioritize serving Main Street by investing up to $350 million in private funding to build more than 2,500 miles of fiber-optic infrastructure.
Position Overview
We’re looking for a motivated and inspiring Technical Support Specialist to join our customer-facing team in Kingston. This role is interesting because you have a passion for technology and are the go-to person in your household for solving tech issues and you enjoy being a trusted resource, someone who can answer questions and guide others through solutions with empathy and patience.
Job Responsibilities
- Support customers’ technical needs during onboarding and post-installation.
- 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.
- Provide expert technical support for residential and business customers.
- 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
- 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.