What are the responsibilities and job description for the Tier 2 Customer Care Technician position at Boingo?
Tier 2 Customer Care Technician
Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Tier II Customer Care Technician to join our fast-paced team. We are a leading-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. If you enjoy solving problems and presenting new solutions to customers, then this is the position for you.
Responsibilities
- Promptly answer support-related email, phone calls, chats and other electronic communications.
- Identify & resolve technical issues to help clients connect to Wi-Fi.
- Experience with Salesforce, Jira, SolarWinds, and/or basic network command line knowledge preferred
- Create Jira tickets to dispatch unresolved issues to field engineers
- Resolve customer service or billing complaints – process refunds, make account updates and adjustments, etc.
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external)
Requirements
- Excellent Customer service attitude and excellent communication skills
- Previous experience supporting wireless networks, Windows computers, Laptops, iOS, Androids, Smart TV's, and Gaming consoles
- Knowledge of networking and understanding of different network fundamentals such as, Routing/switching, NAT, DHCP/IP Addressing, Wireless LAN Controllers, Wireless Access Points, and RF (RSSI, SNR).
- Experience identifying and resolving wireless connection issues using knowledge of network technologies and hardware including routers
- Analyze of incoming call data to identify larger issues and trends
Meet Boingo – named among the Best Places to Work!
Boingo Wireless simplifies complex wireless challenges to connect people, business and things. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to military bases, Boingo helps folks stay connected to the people and things they love.
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. There's also an incredible benefits package including health, dental, vision, 401(k) match, unlimited vacation, 12 weeks of paid parental leave, and more! It's no wonder we've been named among the Best Places to Work in LA 7 times!
Boingo's new headquarters is at The Star – home of the Dallas Cowboys. The Star District offers 35 shops, restaurants, and specialty services. Boingo offers perks like transportation, lunch, and gym reimbursements to help you enjoy everything this amazing business community has to offer.
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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