Technical Support Representative

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. Job Overview : As an Online Chat Tech Support Agent in the USA, you'll play a pivotal role in delivering exceptional real-time assistance to our customers via web-based chat and both inbound and outbound calls. Your responsibilities will encompass troubleshooting technical issues, addressing product inquiries, and ensuring overall customer satisfaction. Responsibilities : -Swiftly and effectively manage customer inquiries through live chat, as well as inbound and outbound calls. -Diagnose and resolve technical issues related to our products and services. -Provide customers with clear and concise step-by-step solutions. -Offer insights for issue resolution and recommend potential product enhancements. -Collaborate closely with cross-functional teams, including phone and email support. -Accurately document support interactions in our CRM system. -Escalate unresolved issues to the relevant internal teams. -Consistently meet or exceed key performance indicators, including response times and customer satisfaction ratings. -Keep abreast of product knowledge, technical specifications, and company policies. Qualifications : -High school diploma or equivalent; a Bachelor's degree in a related field is a plus. -Prior experience in customer service or technical support is advantageous. -Exceptional written and verbal communication skills. -Proficiency in multitasking and managing multiple chat windows and calls concurrently. -Strong problem-solving skills. -Familiarity with CRM systems and chat support software. -Solid understanding of computer systems, mobile devices, and other tech products. -Phone and Online tech support experience required Skills : -Customer-centric mindset -Empathy and active listening -Technical aptitude -Effective time management -Meticulous attention to detail Work Environment : This role can be performed either remotely or in an office setting. Flexibility for shift work, including weekends and holidays, may be necessary. Requirements Qualifications : -High school diploma or equivalent; a Bachelor's degree in a related field is a plus. -Prior experience in customer service or technical support is advantageous. -Exceptional written and verbal communication skills. -Proficiency in multitasking and managing multiple chat windows and calls concurrently. -Strong problem-solving skills. -Familiarity with CRM systems and chat support software. -Solid understanding of computer systems, mobile devices, and other tech products. Benefits Compensation and Benefits : -Competitive salary -Performance-based bonuses -Opportunities for career advancement