Job DescriptionWe are seeking a motivated and customer-focused Tier 1 Technical Support Specialist to join our dynamic support team. In this role, you will be the first point of contact for our customers, providing technical assistance and resolving issues related to our internet services. If you have a passion for technology, enjoy helping others, and possess basic networking knowledge, we’d love to hear from you!Key ResponsibilitiesCustomer Support:Respond promptly to customer inquiries via phone, email, and chat.Provide friendly and professional assistance to customers experiencing technical issues.Troubleshoot and resolve basic connectivity problems, including modem/router setup, Wi-Fi issues, and service outages.Technical Assistance:Guide customers through step-by-step solutions to resolve technical issues.Perform basic network diagnostics to identify and address connectivity problems.Escalate complex technical issues to Tier 2 or Tier 3 support teams as needed.Documentation:Accurately log customer interactions and technical issues in the support ticketing system.Maintain detailed records of troubleshooting steps and resolutions for future reference.Product Knowledge:Stay informed about the latest ISP products, services, and technologies.Provide customers with information about new features, upgrades, and service offerings.Continuous Improvement:Participate in training sessions and team meetings to enhance technical skills and customer service techniques.Provide feedback on recurring issues and suggest improvements to enhance the customer experience.QualificationsEducation:High school diploma or equivalent required.Associate degree or certification in Information Technology, Networking, or a related field is a plus.Experience:Previous experience in a customer service or technical support role preferred.Experience working in an ISP or telecommunications environment is a plus.Technical Skills:Basic understanding of networking concepts, including IP addressing, DNS, DHCP, and Wi-Fi configurations.Familiarity with modem/router setup and troubleshooting.Knowledge of operating systems (Windows, macOS, Linux) and common software applications.Soft Skills:Excellent communication and interpersonal skills.Strong problem-solving abilities and attention to detail.Ability to work effectively in a fast-paced, team-oriented environment.Patience and empathy when dealing with frustrated or confused customers.If you are passionate about technology and eager to provide exceptional customer service, we encourage you to apply for the Tier 1 Technical Support Specialist position at KDS Networks.