| Job Title | Customer Service Technical Support |
| Organization | Zoom Online |
| Department | Customer Service |
| Reporting Structure | Customer Service Manager |
| Location | Dallas , Texas |
| Job Type | Full-Time |
About Us
Zoom Online is an emerging internet service provider in the United States of America, with start-up in Dallas, Texas and regional offices located in Phoenix, Arizona.
Our purpose is to provide reliable, fast, affordable and uncapped Wi-Fi enabled internet services to communities connecting exclusively to Zoom Technology Group’s fibre infrastructure footprint.
We are a customer oriented business and pride ourselves on exceptional service delivery. We are a collaborative, creative and entrepreneurial team, building a vibrant and dynamic brand where people who want to make a difference can grow their careers.
If you are customer focused, agile with proven experience in recruitment and human resources, we would like to hear from you.
Our core Values
Honesty, Accountability , Respect, Passion, Innovation
Purpose of the role
The Customer Service Technical Support Agent is responsible for handling all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users.
| KEY PERFORMANCE AREAS (KPAs) and key responsibilities – (Weighted) |
| Deliver an exceptional Customer Experience by assisting customers through all the company channels which Customers engage with ZoomOnline. To handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions which is to be recorded in the company omni channel system, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers and ensure you effectively communicate both internally and externally. |
| Professionalism Maintaining a positive, empathetic, and professional attitude toward customers always.Provide efficient and effective technical support to ZoomOnline customers at all times. Deal with 1st line desktop, laptop, network, Wi-Fi and internet related issuesPreconfigure routers for FTTH router installation, this is not limited to PPPoE . L2TP, SSID and password, etc…Assist customers remotely with connectivity issues. Proactively monitor and report on network and system outages.Troubleshoot, diagnose and resolve networking technologies support queries as well as other third-party faults.Prioritizing and managing open and pending customer tickets effectively and timeously using the online ticketing system.Respond to customers and responding to tickets logged within stipulated Service Level Agreements (if any).Coordinating with external and 3rd party suppliers/providers to resolve any customer issues.Logging of all customer queries with suppliers in the respective processes and support ticketing system(s).Respond and communicate professionally to customers via all communication tools provided (Phone, Ticketing System, SMS systems …etc.).Identifying, reporting trends with customer queries and escalating to Customer Service Manager and or management for recommendations on a resolution.Escalating in a timeous fashion to management.Following Processes and written instructions to resolve a fault or set up/update a new solution.Available to perform after-hours and Standby technical support as and when required.Establishing a good working relationship with colleagues, customers, suppliers, and other professionals. |
| Job Requirements | |||||||
| Qualification, Industry specialization | Minimum requirements Must have knowledge of Internet, Connectivity, Email, Wi-Fi & networking experience. | Added advantage / beneficial Experience in working in a technical role supporting Internet Services VoIP experience and understanding beneficial | |||||
Additional Information | |||||||
| Working Arrangement: Office I Remote I Hybrid | As the business is a start-up it requires the Customer Support Agent is to be based in the office. The company does look to move to a hybrid remote work approach. | ||||||
| Experience | Providing Telephonic Support / Telephonic Customer Service / Helpdesk Support | ||||||
| How to apply | Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience and qualifications to (resume@ZoomOnline.com ) Please include “Customer Services Technical Support” in the subject line. Zoom Online is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. | ||||||
| Competencies | |||||||
| Functional / job-related | Skills | Proficiency level | |||||
| Basic | Intermediate | Advanced | |||||
| Microsoft Office | X | ||||||
| Written and verbal communication skills | X | ||||||
| Strong Organisation skills | X | ||||||
| Omnichannel Contact Centre Systems | X | ||||||
| Interpersonal Skills | X | ||||||
| Technical (Networking) | X | ||||||
| Telephonic Skills | X | ||||||
Other / soft skills | Desired Behaviour & Motivations | ||||||
| Team Player, Flexibility and Adaptability, Knowledgeable, Self-Managed, Collaborative, Resilience, Dependable, Trustworthy | |||||||