JSG (Johnson Service Group, Inc.)
Technical Customer Service
JSG (Johnson Service Group, Inc.), Santa Clara, California, us, 95053
Technical Customer Service Representative
Johnson Service Group has an immediate opening for a Technical Customer Service Representative. The successful candidate provides high level support for our customers, handling escalated tickets and troubleshooting wireless network infrastructure issues.
Location:
On‑site in Santa Clara, CA or Remote in Silicon Valley, California.
Salary:
$29 - $32 per hour.
Responsibilities and Duties:
Monitor the network for hotspots (volume of tickets from a particular area).
Compile data from customer/system logs to locate the issue.
Watch ticket queue for related issues/events.
Escalate more significant network infrastructure issues and provide data to the engineering team.
Monitor UPS (power outages) to ensure proactive resolution.
Assist Field Support Services with issues arising during installations and service calls.
Investigate customer issues, work through escalated tickets, gather specific data, and respond in a timely fashion.
Work closely with engineering and customer support to troubleshoot issues.
Engage operations and schedule truck rolls/field visits when necessary (CPE).
Knowledge:
Technical troubleshooting skills.
Problem‑solving skills.
Resourceful.
Good knowledge of radios/frequencies/routers and network switches.
Understanding of IP addresses and packet routing.
Excellent understanding and use of networking tools:
ping
MTR
Traceroutes
nmap
DNS
DHCP/Static
Speed test servers
Qualifications:
Minimum 2 years of technical customer support.
Strong technical aptitude.
Billing experience.
Bilingual (Spanish and English) desired but not required.
Effective customer communication skills.
Demonstrated ability to quickly establish customer rapport.
Strong ability to multi‑task and thrive in a fast‑paced environment.
Excellent interpersonal skills and ability to work effectively with cross‑functional teams.
Self‑motivated and takes initiative with little direction.
Familiarity with various tools such as Slack, Zendesk, Hubspot, Zuper, etc.
Knowledgeable about WISP.
Eligibility to work in the United States.
Seniority level:
Entry level
Employment type:
Contract
EEO Statement:
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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Location:
On‑site in Santa Clara, CA or Remote in Silicon Valley, California.
Salary:
$29 - $32 per hour.
Responsibilities and Duties:
Monitor the network for hotspots (volume of tickets from a particular area).
Compile data from customer/system logs to locate the issue.
Watch ticket queue for related issues/events.
Escalate more significant network infrastructure issues and provide data to the engineering team.
Monitor UPS (power outages) to ensure proactive resolution.
Assist Field Support Services with issues arising during installations and service calls.
Investigate customer issues, work through escalated tickets, gather specific data, and respond in a timely fashion.
Work closely with engineering and customer support to troubleshoot issues.
Engage operations and schedule truck rolls/field visits when necessary (CPE).
Knowledge:
Technical troubleshooting skills.
Problem‑solving skills.
Resourceful.
Good knowledge of radios/frequencies/routers and network switches.
Understanding of IP addresses and packet routing.
Excellent understanding and use of networking tools:
ping
MTR
Traceroutes
nmap
DNS
DHCP/Static
Speed test servers
Qualifications:
Minimum 2 years of technical customer support.
Strong technical aptitude.
Billing experience.
Bilingual (Spanish and English) desired but not required.
Effective customer communication skills.
Demonstrated ability to quickly establish customer rapport.
Strong ability to multi‑task and thrive in a fast‑paced environment.
Excellent interpersonal skills and ability to work effectively with cross‑functional teams.
Self‑motivated and takes initiative with little direction.
Familiarity with various tools such as Slack, Zendesk, Hubspot, Zuper, etc.
Knowledgeable about WISP.
Eligibility to work in the United States.
Seniority level:
Entry level
Employment type:
Contract
EEO Statement:
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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