WiFi Help Desk Specialist (2nd Shift)

General Summary:

The WiFi Help Desk Specialist is responsible for handling first level support of resident WiFi support requests, including issuing and renewing vouchers, manually hard coding MAC addresses of devices onto the network, troubleshooting network outages and connectivity issues. Must possess the ability to provide time appropriate customer service responses. Requests currently come in the form of online form submissions. Support will be provided via e-mail and phone.

Job Requirements:

The candidate must meet the following requirements:
Attention to detail is a must with the ability to multi-task.
Strong comfort level with basic usage of Windows & Internet browsers (Internet Explorer, Chrome, FireFox, etc)
Ability to diagnose, problem solve and figure out how to fix issues.
Ability to communicate effectively with clients, co-workers and management.
Ability to adhere to strict procedures, communication protocols and documentation standards.
Willingness to learn new computer software, keep abreast of technology changes in the field and a desire to independently expand your depth of product knowledge.
Reliable / good work ethic. Good follow up skills.
Reliable and working Windows XP/7/8/10 based laptop or desktop (Optional: We can provide if need be).
Reliable and working high-speed Internet connection.

Duties and Responsibilities:

PROVIDE A POSITIVE CUSTOMER SERVICE EXPERIENCE OVER E-MAIL AND PHONE
Demonstrate the ability to multi-task and use sound judgment during occasional peaks in workload.
Issuing and renewing vouchers and manually hard coding MAC addresses of residents devices.
Monitoring, supporting and troubleshooting cloud-based access controller, network enabled power strips, routers / firewalls, network switches and access points.
Troubleshooting ISP (Internet Service Provider) outages, escalating / scheduling accordingly with our on-site technician.
Troubleshooting and pinpointing resident’s WiFi connectivity issues.
Ability to work in a team environment and escalate issues that cannot be resolved remotely.
Must be willing to communicate via Skype group chat to keep rest of team updated.
Document changes in internal processes and procedures related to duties and responsibilities.
Responsible for verifying time entries, expenses and products on all tickets in ConnectWise.
Understand processes in ConnectWise by completing assigned training materials.

Educational Preferences:

High school graduate with some vocational or college experience.
Strong written and verbal communication skills in English.
Information Technology classes preferred, but not required.

Job Specific Information:

Work Schedule: Tuesday - Sunday: 12:00 PM to 5:00 PM (GMT+8) - 35 Hours / Week
You will be given a pre-employment exam to test your skills
Pay Rate: Depends Upon Experience, Remote, Work From Home