Technical Support Representative

Technical Support Representative

This position is remote, but does require full-time residency in the state of Oregon. This position currently works 4-10 hour shifts per week that are scheduled between the hours of 7AM-9PM Sunday-Saturday.

DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a Technical Support Representative to join our team.

Why work at DFN?

At DFN, we strive to take care of our employees on and off the job. Just to highlight a few of our amazing benefits-

• We offer a 200% 401(k) match capping at 9%
• 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options.
• Free 1 Gig high speed fiber internet service if you live within our service territory.
• PTO package and 10 paid holidays including two days off for your birthday.

POSITION PURPOSE: This position provides front-line technical and customer support for Douglas Fast Net's products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner, and escalating complex issues according to established procedures.

OUR CUSTOMER COMMITMENTS:

We expect every DFN team member to embody the following values-

• Customer First: Every action we take is grounded in meeting customer needs.
• 100% Local: We live here, work here, and care deeply about the people and communities we serve.
• Enhancing Lives: We recognize that we are enabling life's most important connections, work, education, health, and family.
• The Best: We push for excellence in service, reliability, and value, every time.

CORE VALUES:

• Commitment: You bring energy, loyalty, and perseverance to every interaction.
• Leadership: You communicate clearly and motivate others by example.
• Pride: You take pride in delivering service that goes above expectations.
• Tenacity: You don't stop until the customer is taken care of, completely

ESSENTIAL FUNCTIONS:

• Provide resolution of entry level support issues spanning all of DFN's products and services.
• Monitor customer tickets and respond in a timely manner.
• Document and escalate tickets per DFN support procedures.
• Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
• Manage multiple tasks/priorities simultaneously.
• Assist in day-to-day order entry and processing.
• Assist Broadband Technicians in turn-up and troubleshooting.
• Clean and reset returned equipment for redeployment.
• This job description covers the most crucial key and supplemental duties performed in the position, but does not include other occasional work, which may be similar, related to, or a logical assignment for the position. Other projects will be assigned as needed.

QUALIFICATIONS:

• High school diploma and two years of technical support or equivalent work experience required.
• Excellent attendance and punctuality required.
• Customer service oriented. Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution.
• Strong interpersonal skills to build rapport with prospective and existing customers.
• Strong problem solving, diagnostic and technical troubleshooting skills.
• Ability to master new software and applications specific to the industry and position.
• Positive attitude and strong work ethic as this is a high productivity position with a large degree of autonomy.
• Self-motivated, ability to work independently and in a team.
• Ability to communicate effectively, both orally and in writing.
• Able to meet physical demands with reasonable accommodations if necessary.
• DFN is a drug free workplace. All employees are required to successfully complete a pre-employment drug screen as well as random and for cause screens during employment as applicable.