About this role
This position is remote, but does require full-time residency in the state of Oregon. This position currently works 4-10 hour shifts per week that are scheduled between the hours of 7AM-9PM Sunday-Saturday.
DFN is a top fiber internet service provider serving Lane, Douglas, and Coos counties. We are looking for a Technical Support Representative to join our team.
Why work at DFN?
At DFN, we strive to take care of our employees on and off the job. Just to highlight a few of our amazing benefits -
- We offer a 200% 401(k) match capping at 9%
- 100% employer paid medical, dental, and vision plans plan for employees with affordable dependent coverage options.
- Free 1 Gig high speed fiber internet service if you live within our service territory.
- PTO package and 10 paid holidays including two days off for your birthday.
POSITION PURPOSE: This position provides front-line technical and customer support for Douglas Fast Net’s products and services. This position is responsible for resolving entry-level support issues, monitoring and responding to customer tickets in a timely manner , and escalating complex issues according to established procedures.
OUR CUSTOMER COMMITMENTS:
We expect every DFN team member to embody the following values-
- Customer First: Every action we take is grounded in meeting customer needs.
- 100% Local: We live here, work here, and care deeply about the people and communities we serve.
- Enhancing Lives: We recognize that we are enabling life’s most important connections, work, education, health, and family.
- The Best: We push for excellence in service, reliability, and value, every time.
CORE VALUES:
- Commitment: You bring energy, loyalty, and perseverance to every interaction.
- Leadership: You communicate clearly and motivate others by example.
- Pride: You take pride in delivering service that goes above expectations.
- Tenacity: You don’t stop until the customer is taken care of, completely
ESSENTIAL FUNCTIONS:
- Provide resolution of entry level support issues spanning all of DFN’s products and services.
- Monitor customer tickets and respond in a timely manner .
- Document and escala te tickets per DFN support procedures.
- Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
- Manage multiple tasks/priorities simultaneously.
- Assist in day-to-day order entry and processing.
- Assist Broadband Technicians in turn-up and troubleshooting.
- Clean and reset returned equipment for redeployment.
- This job description covers the most crucial key and supplemental duties performed in the position, but does not include other occasional work, which may be similar, related to, or a logical assignment for the position. Other projects will be assigned as needed.
QUALIFICATIONS:
- High school diploma and two years of technical support or equivalent work experience required .
- Excellent attendance and punctualit y required .
- Customer service oriented. Ability to exercise good judgement, courtesy, patience and tact in public contact and problem resolution.
- Strong interpersonal skills to build rapport with prospective and existing customers.
- S trong problem solving, diagnostic and technical troubleshooting skills.
- Ability to master new software and applications specific to the industry and position .
- Positive att itude and strong work ethic as this is a high productivity position with a large degree of autonomy.
- Self-motivated , ability to work independently and in a team
- Ability to communicate effectively, both orally and in writing
- Able to meet physical demands with reasonable accommodations if necessary .
- DFN is a drug free workplace. All employees are required to successfully complete a pre-employment drug screen as well as random and for cause screens during employment as applicable .