Remote Internet Support Technician

We are seeking a skilled and customer-focused Remote Internet Support Technician to join our team. This role involves troubleshooting internet connectivity issues, supporting customers with technical queries, and ensuring a smooth online experience for users. The ideal candidate should have a strong technical background in internet service troubleshooting, excellent communication skills, and the ability to provide exceptional customer service remotely.

Key Responsibilities:
1. Diagnose and troubleshoot internet connectivity issues, including slow speeds, network outages, modem/router configurations, and hardware malfunctions.
2. Provide remote technical support to customers via phone, email, or chat in a clear, efficient, and professional manner.
3. Guide customers through step-by-step problem-solving processes to resolve technical issues with internet service.
4. Assist customers in setting up internet connections, Wi-Fi networks, and related equipment.
5. Maintain accurate documentation of support interactions and solutions provided in the company's ticketing system.
6. Escalate complex technical issues to higher-level support teams when necessary.
7. Perform remote testing and diagnostics to identify and fix network or hardware problems.
8. Educate customers on best practices for internet usage, network security, and optimizing connectivity.
9. Stay up to date with the latest trends in internet service technology and troubleshooting techniques.

Qualifications and Skills:
1. Proven experience as an Internet Support Technician, Help Desk Technician, or similar technical support role.
2. Strong knowledge of internet connectivity, network configurations, and Wi-Fi troubleshooting.
3. Familiarity with various types of modems, routers, and internet service providers.
4. Excellent communication skills with the ability to explain technical issues in non-technical terms.
5. Proficiency in remote desktop tools and support software.
6. Strong problem-solving skills and attention to detail.
7. Ability to multitask and work independently in a remote environment.
8. Availability to work flexible hours, including evenings and weekends, if needed.