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Tier 1 & 2 Tech Support Reps (TSR) / TSR Supervisor / IT support
Reply to: jobs@hdn.net
Date: 2008-05-09, 12:10PM PDT
High Density Networks is a wireless Internet service provider using Wi-Fi and mesh technology to provide Internet and phone service at apartments and office complexes. We have offices in West LA and Sausalito and currently provide service in Northern California and Los Angeles.
We are seeking full and part time Tier 1 & Tier 2 Technical Service Representatives and supervisor positions to help HDN achieve its aggressive customer satisfaction objectives. Working in the LA office, the TSR will take orders and troubleshoot customer issues and help the department successfully execute customer acquisition and retention strategies.
As a small but rapidly growing company, we have many professional needs. We would like to find someone that can support multiple roles. We have needs in marketing, graphic design, internal IT support, web site admin, etc. The right individual will have the opportunity of rapid advancement in their choice of fields as our company grows.
Tier 1 TSR can be an entry level position but requires a strong technical acumen. The Tier 1 TSR is the front line customer technical support for our company and is the true face of the company – positive attitude and ability to deal with challenging customers with a calm demeanor an absolute must.
Tier 2 TSR will have some Tier 1 coverage responsibilities. They must have prior technical support experience and must have strong IT skills – Microsoft cert, A+, or equivalent preferred. For the more qualified individual, they will also provide general IT support for the organization and/or supervise other TSRs.
Qualifications:
* Proficient in MS Office, especially Excel.
* Familiarity with general PC and Internet technology such as how to load drivers, check an IP address and perform basic trouble shooting.
* Tier 2 must be very proficient with PC OS and Internet technology – must have strong foundation in PC and Internet troubleshooting principles.
* Supervisor position must have prior support experience and prior experience managing entry level direct reports.
* Excellent phone demeanor.
* Able to prioritize responsibilities and meet deadlines in a rapidly changing environment
* Superb execution and follow through - especially when working with customers and clients.
* Salesforce or other contact management software expertise desirable.
* Spanish language skills a huge plus.
* Positive attitude a must.
This is a start-up environment: the right candidate must be comfortable in an environment where there are many moving pieces, communication isn’t always perfect, and resources at times must be conserved.
Compensation: These are either FT or PT hourly positions; FT includes medical and dental insurance and stock option plan. Late shifts (unitl 10 pm) and weekend shifts will be required.
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