Sr. Technical Support - Cityside Networks LLC

About the Job

We are looking for someone who can represent the company, think on their feet, communicate well in various situations, and is committed to customer success for both customers and internal stakeholders. You work well with others and maintain a professional, courteous, and fun attitude through all types of situations. You are skilled at both giving and receiving directions while collaborating on multiple projects. You thrive in a startup environment of ambiguity and opportunity where creative problem solving is valued and needed. This is an opportunity to help define and shape a world-class support team from the ground up.

The Sr. Technical Support Specialist will provide solutions and escalation assistance to customers and the customer service team, while supporting training programs and general team oversight. This opportunity sits within Cityside Fiber’s Concierge service department, which is responsible for maintaining an exceptional Customer Experience. The objective of this position is to be a knowledgeable, supportive resource to resolve challenging issues and assist the Concierge team in training and skill development in line with Cityside Fiber’s customer experience ethos. To be successful in this role you will have an empathetic, problem-solving mentality and a fervent desire to work within a team environment to accomplish long-term goals. You will operate in a fast-moving environment and excel in hitting the Company’s objectives.

We value and hire for curiosity, integrity, excellence, respect, and contribution. We are creating a team of multidisciplinary experts looking to transform Orange County, CA.

Qualifications

• You seek first to understand before being understood.
• 7+ years of B2C experience in the customer service telecom and networking industry focused. on process improvement and tool support and development.
• 7+ years of providing technical support to B2C or B2B customers and clients.
• Experience as a support agent in a startup environment.
• Excellent problem solving, analytical, and organizations skills.
• Excellent verbal and written communication skills.
• Experience in helping develop Customer Support Operations and Process.
• Experience working with various levels of an organization, from project team members up to and including senior leadership.
• Demonstrated highest level of integrity, intellectual honest and strong work ethic
• Advanced service skills in problem-solving, technical support particularly home networking issue.
• Proficiency in Microsoft Office suite, JIRA, and GoTo or similar platforms.
• Knowledge of the fiber internet market and technology trends a plus.

Responsibilities

• Become a subject matter expert in all things operationally related to Customer and Technical Support as it relates to their internet connection service and wi-fi home network.
• Provide escalated technical support to field techs and the Concierge team.
• Provide exceptional customer service and support via phone, email, and chat channels that leaves the customer with a feeling of being noticed and taken care of personally.
• Resolve advanced customer technical support issues effectively and efficiently, with a sense of empathy.
• Educate customers on our products and services and make recommendations to improve their internet experience.
• Understand technical and process issues driving them to closure by bringing together key stakeholders for decision making.
• Collaborate with other departments to own and resolve complex customer issues and escalate unresolved issues to higher authorities when necessary.
• Help establish and show workflows, customer journey, and pain-points continuously looking for opportunities to streamline and improve the current programs and processes.
• Assist the team in establishing and updating training programs for systems, processes, and procedures as well as soft skills that help advance the company’s focus on customer experience.
• Take part in our on-call/weekend/holiday coverage program as we scale our operation.
• Work in and contribute to an atmosphere of trust and integrity.

Compensation

Starting at $27.00 an hour (actual starting rate may vary based on candidate’s qualifications, skills and years of experience).

Comprehensive Benefits Package

Cityside Fiber is a unique organization that is dedicated to providing an outstanding employee experience. We take pride in our team as well as in the products and services we provide.

Benefits for eligible employees include, but are not limited to:

Financial Rewards

• Competitive pay
• Incentives based on individual performance
• 401(k) savings plan with excellent company matching contributions

Health and Well-Being

Medical and Dental Coverage - Cityside pays 100% of the base premiums for eligible employees’ medical and dental plans. Cityside subsidizes medical and dental premiums for an eligible employee’s eligible dependents. Cityside currently contributes an amount equal to 50% of an eligible dependent’s base medical and dental monthly premium amount.

• Paid Time Off (PTO) Vacation
• Paid Sick Time
• Paid Holidays

The upside to being a part of our team!

Autonomy and flexibility to build a telecommunications company and premier support services from the ground up!

• Incredible growth potential - we are revolutionizing the Internet service provider industry
• Competitive rates and merit-based pay-increases
• Training and career growth opportunities
• Business-casual attire
• Fully-stocked kitchen with office snacks, craft coffee, specialty drinks
• Access to Irvine Company Fitness Center
• Irvine Company Discounts
• Company-hosted activations
• Corporate athletic team (softball, soccer, etc.)
• Holiday parties
• Automatic access to parking structure
• Two-minute walk from Irvine Spectrum

For immediate consideration, please submit your resume.

We kindly request that all applicants apply directly through our careers site to ensure efficient processing of your application. Please refrain from calling, as we are unable to provide updates or accept inquiries over the phone.

Cityside Fiber is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Visit our website at www.citysidefiber.com