Job Details

DigitalPath Inc. Technical Customer Support

DigitalPath is the leading Wireless Internet Service Provider (WISP) providing internet service to rural communities and critical fire response networks throughout California. Our mission is to bring a faster, more reliable service for customers that are typically unserved or underserviced by cable companies.

Technical Customer Support provides courteous and professional customer service and technical support to ensure a seamless experience for our customers. This role requires collaboration with field employees to troubleshoot issues related to customer installations and service tickets, and it plays a crucial part in maintaining operational efficiency within the Call Center.

Additional information:

• This position is a full-time position on-site at our office in Chico, CA.
• This role requires on-site presence and does not offer remote work options.
• A typical work week is 8 hours daily Monday through Friday with occasional overtime.
• All job offers are contingent upon applicant passing a post-offer, pre-employment background check, non-arduous physical, and drug/alcohol screening.

Essential Job Functions

• Contribute to the overall functions of the Call Center teams in a manner consistent with the company's core values and strategic objectives.
• Promote a positive and collaborative work environment.
• Independently handle day-to-day assignments.
• Identifying problems and recommending changes.
• Provide courteous and professional customer service via phone or email.
• Handle difficult phone calls, appropriately escalating to others when necessary.
• Remain current on the latest changes and updates on practices and technology within the department and your skillset.
• Promptly respond to field employee requests, minimizing downtime and service disruptions.
• Collaborate professionally with colleagues, including cross-functional teams, to troubleshoot and advise on escalated or challenging technical matters.
• Maintain accurate records of customer conversations and notes in our designated ticketing systems.
• Align with quality and performance metrics, adhering to company policies, practices, and procedures.
• Addressing customer inquiries and concerns via phone calls and email responses.
• Problem solving and troubleshooting customer or network connectivity issues.
• Process payment and account change requests.
• Advise on products and services offered.
• Diagnose and resolve technical issues.
• Research questions using available information resources.
• Advise users on appropriate actions to resolve problems.
• Follow standard and documented help desk/technical support procedures.
• Follow up on any open or unresolved matters to ensure complete resolution of issues.
• Resolve technical problems with LAN/WAN networks.
• Inform management of recurring problems.
• Ask questions and actively listen to customers to determine root causes of issues.
• Guide customers through the troubleshooting process, equipping them with self-resolution steps for the future.
• Attends work on a regular and continuous basis.
• Performs other duties as assigned.

Minimum Requirements:

• High School Diploma or equivalent.
• Must be able to work a standard full-time work schedule on-site at our business headquarters.
• Must have reliable transportation to arrive on time as scheduled.
• 1+ year of technical support or related experience.

• 1+ year customer service experience, preferably in a call center or similar capacity.
• Possess exceptional customer service and communication skills.
• Exhibits exceptional composure and resilience in high-stress workplace scenarios, maintaining a steady and unaffected demeanor.
• Possesses knowledge of desktop and mobile based operating systems.
• Demonstrates exceptional critical thinking and problem-solving skills.
• Maintains a strong attention to detail.
• Ability to adapt quickly in a fast-paced work environment.
• Ability to learn and retain knowledge of services, hardware, and associated interfaces.
• New hires must be able to pass a post-offer-pre-employment in-depth background check and drug screening.
• Must be able to type at a rate of at least 30 words per minute (WPM).

DigitalPath offers a comprehensive benefits program to all eligible employees. Benefits include:

• Health and Dental group insurance,
• Life Insurance,
• Vision reimbursement program,
• Free Residential Internet Service (if you reside in the coverage area),
• 401k - currently 4% employer match,
• Vacation, Holiday, and Sick pay,
• Employee Assistance Program (EAP),
• Medical benefits available on the 1st of month after your start date.
• Our facilities include an on-site cafeteria with daily lunches, company lunches/parties, and a dedicated game room for employees to rest and relax.

The pay range for this role is:

18 - 21 USD per hour (Headquarters)