Tier 2 Customer Care Technician

Tier 2 Customer Care Technician

Join Our Fun and Dynamic Team!

Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Tier II Customer Service Agent to join our fast-paced and growing team. We are a cutting-edge technology company and a global leader in enhancing wireless access. Boingo not only develops Wi-Fi networks but also enhances cell service in locations where throughput can be tricky. We also provide service support for the high-speed data broadband product and IPTV to our military customers. If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We offer a long-term opportunity, smart and friendly co-workers and great benefits. While we're not your old school, rigid company, we do expect commitment, professionalism and a consistent positive attitude in addition to providing a world-class level of customer service. So, if that sounds good, check the details below, and if you see the fit, give us a shout.

The role is Mon-Fri, from 3 pm to 12:00 Midnight Central, with mandatory shift coverage once every 6th weekend.

What You'll Be Doing:

• Work Autonomously: Manage your tasks independently and efficiently to meet deadlines.
• Customer Support: Quickly respond to support-related emails, phone calls, chats, and other electronic communications.
• Technical Troubleshooting: Identify and resolve technical issues to help clients connect to Wi-Fi.
• Preferred Experience: Familiarity with Salesforce, Jira, SolarWinds, and basic network command line knowledge is a plus.
• Networking Knowledge: Understand networking fundamentals such as routing/switching, NAT, DHCP/IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR).
• Tech Savvy: Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles.
• Protocol Proficiency: Knowledge of network protocols like DHCP, DNS, and Radius AAA.
• Eager Learner: Willingness and ability to quickly learn new technologies.
• Customer Service: Resolve customer service or billing complaints, process refunds, and make account updates and adjustments.
• Documentation: Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken.
• Ticket Management: Generate tickets and process escalations through resolution.
• Adaptability: Thrive in a fast-paced environment with frequently changing priorities.
• Communication Skills: Excellent oral and written communication, interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external).
• Flexible Schedule: Available to work nights and weekends, including after-hour and weekend shifts.
• Work Hours: The role is Mon-Fri, from 3 pm to 12:00 Midnight Central, with mandatory shift coverage once every 6th weekend.
• Field Engineer Coordination: Dispatch single customer escalations to Field Engineers in a timely manner.

Do You Have What It Takes?

• Customer Service Excellence: Bring a positive attitude and top-notch communication skills.
• Tech Savvy: Have a solid understanding of Wi-Fi and wireless networks.
• Hands-On Experience: Previous support experience with Windows computers, laptops, iOS, Androids, smart TVs, and gaming consoles.
• Problem Solving: Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers.
• Device Troubleshooting: Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties.
• Ticket Management: Create Jira tickets to dispatch unresolved issues to field engineers.
• Data Analysis: Analyze incoming call data to identify larger issues and trends.
• Detailed Documentation: Log detailed descriptions of all customer issues in the Salesforce ticketing system.
• Cross-Functional Collaboration: Act as a liaison and work across different departments.
• Escalation Handling: Escalate unresolved issues to the appropriate escalation point.
• Hardware and Software Expertise: Identify and resolve mobile and laptop hardware and software issues.
• Team Coordination: Work with technical staff and management to ensure issue resolution and customer satisfaction.
• Results-Oriented: Be persistent and focused on solving problems and delivering results.
• Microsoft Office Proficiency: Familiarity with Outlook, Excel, PowerPoint, and Word.
• Policy Adherence: Follow authority levels set forth in policy and procedure guidelines for customer refunds and adjustments.
• Quick Learner: Adapt to change and pick up new concepts quickly.
• Flexible Schedule: Ability to work late and weekend shifts.
• Experience: 1-3 years of related experience preferred.
• Education: College experience preferred.

Meet Boingo

Boingo Wireless, Inc. simplifies complex wireless challenges to connect people, business and things. For more than 20 years, we've been designing, building, and managing cellular and Wi-Fi networks at leading venues around the country. We power wireless connectivity at 120+ major airports and transportation hubs, 100+ U.S. military bases, 70+ sports & entertainment venues, and many more.

Our team is creative, collaborative, and on the leading edge of technology. There is no doubt the "secret sauce" to Boingo's success is our incredible team and culture. We take pride in having fun and building awesome products. It's no wonder Boingo's been named a "Best Place to Work" 14 times (and counting)!

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.

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