Tier 2 Customer Care Technician

Sharp, Warm-hearted Problem Solver Wanted: Boingo Wireless is on the hunt for a Tier II Customer Service Agent to join our fast-paced and growing team. We are a cutting-edge technology company and a global leader in enhancing wireless access. Boingo not only develops Wi‑Fi networks but also enhances cell service in locations where throughput can be tricky. We also provide service support for the high-speed data broadband product and IPTV to our military customers.

If you enjoy solving problems and presenting new solutions to customers, then this is the position for you. We offer a long-term opportunity, smart and friendly co‑workers and great benefits. While we’re not your old school, rigid company, we do expect commitment, professionalism and a consistent positive attitude in addition to providing a world‑class level of customer service. So, if that sounds good, check the details below, and if you see the fit, give us a shout.

The role is Saturday and Sunday only, 16-hours per week.

What You'll Be Doing:

• Work Autonomously:
  Manage your tasks independently and efficiently to meet deadlines.
• Customer Support:
  Quickly respond to support-related emails, phone calls, chats, and other electronic communications.
• Technical Troubleshooting:
  Identify and resolve technical issues to help clients connect to Wi‑Fi.
• Preferred Experience:
  
  Familiarity with Salesforce, Jira, Solar Winds, and basic network command line knowledge is a plus.
• Networking Knowledge:
  Understand networking fundamentals such as routing / switching, NAT, DHCP / IP addressing, wireless LAN controllers, wireless access points, and RF (RSSI, SNR).
• Tech Savvy:
  Strong knowledge of Windows 7, 8, 10, and 11, iOS, Android mobile devices, and gaming consoles.
• Protocol Proficiency:
  Knowledge of network protocols like DHCP, DNS, and Radius AAA.
• Eager Learner:
  Willingness and ability to quickly learn new technologies.
• Customer Service:
  Resolve customer service or billing complaints, process refunds, and make account updates and adjustments.
• Documentation:
  Document service calls and transactions using our ticketing tool, recording details of inquiries, complaints, and comments, as well as actions taken.
• Ticket Management:
  Generate tickets and process escalations through resolution.
• Adaptability:
  Thrive in a fast-paced environment with frequently changing priorities.
• Communication
  
  Skills:
  
  Excellent oral and written communication, interpersonal, organizational, and presentation skills. Responsible for incident notifications and alerts (internal/external).
• Flexible
  
  Schedule:
  
  Available to work nights and weekends, including after‑hour and weekend shifts.
• The role is for Saturday and Sunday only, 16-hours per week.
• Field Engineer Coordination:
  Dispatch single customer escalations to Field Engineers in a timely manner.

Do You Have What It Takes?

• Customer Service Excellence:
  Bring a positive attitude and top‑notch communication skills.
• Tech Savvy:
  Have a solid understanding of Wi‑Fi and wireless networks.
• Hands‑On
  
  Experience:
  
  Previous support experience with Windows computers, laptops, iOS, Androids, smart TVs, and gaming consoles.
• Problem Solving:
  Identify and resolve wireless connection issues using your knowledge of network technologies and hardware, including routers.
• Device Troubleshooting:
  Resolve issues like application problems, slow speeds, lag, latency, disconnections, and browsing difficulties.
• Ticket Management:
  Create Jira tickets to dispatch unresolved issues to field engineers.
• Data Analysis:
  Analyze incoming call data to identify larger issues and trends.
• Detailed Documentation:
  Log detailed descriptions of all customer issues in the Salesforce ticketing system.
• Cross‑Functional
  
  Collaboration:
  
  Act as a liaison and work across different departments.
• Escalation Handling:
  Escalate unresolved issues to the appropriate escalation point.
• Hardware and Software Expertise:
  Identify and resolve mobile and laptop hardware and software issues.
• Team Coordination:
  Work with technical staff and management to ensure issue resolution and customer satisfaction.
• Results‑Oriented:
  Be persistent and focused on solving problems and delivering results.
• Microsoft Office Proficiency:
  Familiarity with…