Tech Support Agent

About Us We started Nomad Internet because we believe that rural communities are special, but remote areas can be very challenging without access to reliable high-speed internet. If you have ever experienced living in a rural community, you can understand the struggles of poor internet quality. It can ruin your whole day to plan around the internet randomly “going out”. Rural communities need access to High-Speed Internet just as much as urban folks do. But, they are often left out of the Internet conversation in America. Then, they are expected to be ok with 2nd class internet. The same internet that has been publicly funded over and over again without any improvements. We felt it was time for a change! Over the last 4 years, with the help of rural communities around the country, we are now one of the largest rural internet providers in the country! Nomad Internet provides the best wireless internet you can possibly experience. With our use of C-band spectrum and the Nomad Omega, Air and Raptor modems, most Nomad Internet customers experience speeds between 100-200mbs. Plus, the Nomad Air Travel option allows customers to take this internet anywhere they travel! At Nomad Internet, we are the best in the world at one thing: Rural Internet. Our entire focus is bringing reliable, high-speed wifi to rural communities, and we want you to put us to the test. Job Description This is a remote position. Online Tech Support Agent Department: Customer Service / Technical Support Reports To: Customer Service Manager / Technical Support Supervisor Job Overview As an Online Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform as well as live call support. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction. Responsibilities - Promptly and efficiently handle customer inquiries via live chat as well as live call in support. - Diagnose, troubleshoot, and resolve technical issues related to the company's products or services. - Guide customers through step-by-step solutions in a clear, concise manner. - Offer recommendations for issue resolution and possible product enhancements. - Work closely with other team members, including phone support and email support agents. - Document support interactions in the company's CRM system. - Escalate unresolved issues to the appropriate internal teams. - Meet or exceed key performance indicators, including response time and customer satisfaction ratings. - Stay updated with product knowledge, technical specifications, and company policies. Qualifications - High school diploma or equivalent; Bachelor's degree in a related field is a plus. - Previous experience in customer service or technical support is preferred in the field of modem, sim line, and Wireless (fixed wireless) Internet Services. - Exceptional written communication skills. - Ability to multitask and manage multiple chat windows and live calls simultaneously. - Strong problem-solving skills. - Familiarity with CRM systems and chat support software. - A good understanding of computer systems, mobile devices, and other tech products. Skills - Customer-centric mindset - Empathy and active listening - Technical aptitude - Time management - Attention to detail Work Environment This job will be performed 100 percent remotely. Flexibility for shift work may be required, including weekends and holidays. Compensation and Benefits - Competitive salary - Performance bonuses - Opportunities for career advancement